What will you do?- Operational Leadership & Effectiveness:
- Own day to day contact centre operations across internal teams and outsourced partners.
- Establish and maintain high discipline operating rhythms that drive service levels, productivity, quality, and customer outcomes.
- Identify and implement operational improvements that simplify work, reduce waste, and increase effectiveness.
- Innovation & Continuous Improvement:
- Actively drive a culture of continuous improvement and innovation within day to day operations.
- Drive adoption of AI, automation, process enhancements, and new technologies to improve frontline operations.
- Partner with WFM, Quality, Training, Reporting, Technology, and Vendors to test, pilot, refine, and scale operational improvements.
- Embed improvements into standard operating procedures, training, and performance management.
- People Leadership & Team Member Development:
- Lead and develop Managers and Team Managers through coaching, capability building, and leadership development.
- Create clear expectations, development plans, and success measures for leaders at all levels.
- Build a strong leadership pipeline by identifying high-potential talent and providing coaching, mentorship, and growth opportunities.
- Foster a high-performance culture focused on accountability, engagement, continuous learning, and career development.
- Cross-Functional Partnership & Vendor Management:
- Partner closely with Workforce Planning, Field Operations, Finance, Customer Experience and other stakeholders to deliver seamless customer outcomes.
- Build and maintain strong relationships with outsourced driving accountability, collaboration, continuous improvement, and operational excellence.
- Work with Workforce Management on forecasting, staffing strategy, schedule effectiveness, and real time operational responsiveness.
- Customer Experience & Escalation Ownership:
- Own operational escalations and recurring service issues, ensuring root-cause analysis leads to sustainable solutions.
- Balance customer experience, operational capacity, and cost considerations in decision-making.
- Strategy Execution & Business Performance:
- Own day to day performance against Service Level, Conversion, Productivity, Quality, NPS, Attrition, and Escalation metrics.
- Translate Director led strategy into practical execution across teams, leaders, and vendors.
- Act as the operational anchor during change-ensuring clarity, alignment, and follow through.
- Decision Authority:
- Make day-to-day operational, staffing, workload, escalation, and performance management decisions.
- Lead continuous improvement initiatives within established strategy and policy.
What do you bring?- 8-12+ years of progressive contact centre leadership experience
- Proven success running complex, multisite and/or outsourced operations
- Strong track record of improving operational effectiveness, driving growth and developing leaders
- Demonstrated ability to operationalize innovation and change
- Strong analytical, people leadership, and executive communication skills
- Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams)
- Experience working with NiCE CCaaS (Contact Centre as a Service) platform
- Working knowledge of SAP
- Familiarity with CRM systems and their application in customer service operations
This posting is for an existing vacancy.
We use AI enabled tools to support parts of our selection process; however, every hiring decision is reviewed and finalized by our people.
For more information, please visit www.reliancehomecomfort.com
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