Contact Centre Director - (HelpDesk)
2 Days Old
Location: Manchester, UK
Type: Inside (IR35)
Key Responsibilities
Strategic Leadership
Develop and deliver the overall Helpdesk strategy, aligned with client vision, values, and customer service objectives.
Define and implement a clear operating model that ensures efficiency, consistency, and high-quality service delivery.
Lead transformation programmes that enhance digital capability, self-service, automation, and data-led decision making.
Operational Excellence
Oversee the day-to-day performance of all helpdesk operations, ensuring SLAs, KPIs, and client expectations are consistently met or exceeded.
Manage the end-to-end workflow of helpdesk operations, from first contact to resolution, ensuring seamless handovers and accountability across teams.
Drive continuous improvement in processes, systems, and ways of working to maximise productivity and customer satisfaction.
People Leadership
Lead, coach, and develop senior managers and team leaders, fostering a culture of engagement, high performance, and customer focus.
Build capability across the helpdesk organisation, ensuring robust succession planning and career development opportunities.
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- Location:
- Manchester
- Job Type:
- FullTime
- Category:
- Customer Service & Support