Client Delivery Director – Outsourced Call Centre - Sky
Job Description:
Client Delivery Director – Outsourced Call Centre – Sky:
As the employer of choice in the contact centre industry, The Listening Company is the perfect place to kick-start or further your career.
The Listening Academy is the only ICS (Institute of Customer Service) accredited training and development programme in the industry and arms our people with the tools to succeed in the workplace and in their personal lives.
We pride ourselves on our internal recruitment programme and promote the fact that many of our staff progress though the ranks.
So if you’re looking for a new challenge and wish to join a dynamic, award winning organisation then The Listening Company is the place for you.
Job Purpose:
The successful applicant will have full operational responsibility for a 500 (plus) FTE campaign –including customer services, technical support and retention projects –and managing one of the Listening Company’s most valued client relationships for our Newcastle site. The job holder will also be highly focused of improving customer satisfaction through careful analysis (of C-Sat data/ surveys) and implementation.
Key Responsibilities and Accountabilities:
Commercial
• As the Client Lead you will have full operational responsibility for the financial growth, development, Service Level/KPI delivery as well as the longevity of your assigned clients
• Deliver margin to agreed objectives
• Agree appropriate strategies for customer relationship management and build these into Client account Plans
• Undertake weekly Client Delivery reviews providing up-to-date information in an appropriate format, identifying issues and appropriate actions
• Working Closely with the Site Directors, contribute to wider business planning and decision making by providing information in an appropriate format and in a timely fashion
• Manage monthly forecasts, giving accurate, weekly, updates on Revenue, cost and margin. Manage the preparation of monthly invoices and participate in the monthly Invoice Audit
• Ensure we have the correct resource to deliver the business needs
• Support and develop new business opportunities as required.
• Driving EPI centre technology through the portfolio.
Leadership and Communication
• Manage and develop direct line staff – Provide mentoring and coaching to Client Delivery Managers
• Provide Hands-on leadership of all change, resolution & improvement programs
• Clearly define performance and behavioural goals for all (Clients) estate staff
• Carry out regularly performance reviews, set and follow up on TLC/Client objectives in line with business goals
• Attend Quarterly, Monthly and other ad-hoc reviews with clients
• Discuss, initiate and develop new sales and service strategies with Client Heads of Department
• Point of escalation for Client Heads of Department for unresolved issues
• Provide regular business updates within your Operational teams/Accounts
Continuous Improvement
• Ensure compliance with agreed policies and processes, constantly ensuring alignment with both Client and TLC business objectives
• Seek to identify continuous improvement opportunities
• Encourage democratic participation in continuous improvement activity. Initiatives involving , SP’s TM’s, ACCM’s and CDM’s
• Meet defined programme deliverables on time and to budget
• Ensure service level agreements are in place and achieved
• Liaise with Response Management Team to ensure effective and timely reporting on defined Line of Business deliverables and provide frequent status update
• Assess business requirements and opportunities (ROI) and drive proposal / business case
• Perform Business Needs Analysis identifying risks assessment
• Allocate Operational resources and define budget requirements
Company Initiatives
• Take responsibility for the Health & Safety of yourself and others whilst at work
• Actively pursue Personal Development to improve performance in current job and for career development
• Participate in training as and when required
• Comply with Data Protection Legislation with regard to disclosure of information
• Comply with all security requirements according to company policy
• Take an active role in developing and supporting company initiatives to make The Listening Company a best in class employer and business partner
Lead by example and promote the TLC Values
Knowledge and Skills required:
• Previous experience in a similar role
• Industry knowledge of client sector
• Ability to make commercially sound business decisions
• Ability to challenge and influence
• Ability to initiate and drive through change
How to apply:
Please submit your application to Rebecca Milner (details below) by email -including a covering letter and an up to date copy of your CV (as a word document – paper copies and scanned images will not be accepted).
Rebecca Milner
rebeccamilner@listening.co.uk
Tel: 0208 484 1235
