Vice President of Contact Centre & Operations

The Company is seeking a Head of Contact Centre and Operations to join their Senior Management Team. This strategic role is pivotal in the overall planning and management of the operational activities of the contact centre, with a strong focus on ensuring the delivery of exceptional customer service. The successful candidate will be responsible for developing and implementing strategies to enhance the customer service experience, establishing and maintaining departmental standards, and ensuring that the contact centre team meets or exceeds service level goals and other key performance indicators. Collaboration with business partners to achieve service, quality, and operational goals is also a key aspect of the role. Applicants for the Head of Contact Centre and Operations position at the company should have a recognized degree and at least 15 years' proven supervisory and team management experience in a customer service or contact centre environment, particularly one that operates on a shift cycle. The role requires excellent leadership, communication, and interpersonal skills, as well as strong analytical and problem-solving abilities. The candidate must be adept at working under pressure, meeting tight deadlines, and have a good understanding of banking and credit card call centre processes, including regulatory and compliance requirements. The position also involves introducing work improvements, providing leadership to the site team, and ensuring a high-performance environment through regular communication and performance management.