We're supporting a professional services firm on behalf of their end client in the general insurance sector, who is seeking an experienced senior contact centre leader to join their delivery team.
In this role, you'll lead the contact centre operations workstream, assessing existing sales and service operations and identifying opportunities to improve efficiency, performance and customer outcomes. You'll work closely with senior client stakeholders and the wider delivery team, reporting to the Engagement Partner.
Key Responsibilities
- Lead the contact centre operations workstream as part of the delivery team
- Assess current sales and service operations to identify improvement opportunities
- Develop and deliver recommendations to improve operational efficiency, performance and customer outcomes
- Manage workstream activities, deliverables and timelines
- Build trusted working relationships with senior client stakeholders
- Collaborate with the wider delivery team to align with overall project objectives
- Provide regular progress updates and manage workstream risks and issues
What We're Looking For
- 8–10 years of experience in contact centre leadership, ideally at a senior executive level
- Strong experience in general insurance, including motor, home and other GI lines
- Experience across both sales and service contact centre environments
- A robust track record in contact centre operations and operational improvement
- Proven ability to lead a workstream and engage senior stakeholders
📌 Head of Contact Center (Sydney)
🏢 Outsized
📍 Sydney
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