European Contact Centre Operations Lead (12-Month Hybrid)

PSD Technology Contracts Ltd.; Chertsey; Hybrid; GBP 125,000 - 150,000; Full time

Job summary

A technology consultancy firm in the UK is seeking a Contact Centre Operations Team Leader to oversee performance metrics and enhance service delivery across Europe. The ideal candidate will have over 3 years of experience in a relevant role and possess strong analytical and presentation skills. Familiarity with CaaS systems like SAP and Salesforce is essential. This position offers a 12-month contract and a hybrid working model, ensuring flexibility while delivering operational excellence.

Qualifications

• At least 3 years experience as a Team Leader, Data Analyst, or similar in BPO/Contact Centres.
• Familiarity with CaaS systems and processes.
• Comprehensive understanding of Contact Centre solutions/platforms.

Responsibilities

• Supervise operational status of the Contact Centre using metrics.
• Build targets for core customer service metrics.
• Improve BPO audit planning and conduct audits.
• Plan mystery shopping and monitor customer journey.
• Resolve quality and operation issues through engagement with partners.
• Develop and lead European customer service guidelines.
• Investigate operating costs and provide insights.

Skills

Analytical skills

Presentation skills

Strong MS Office skills

Data/information literacy

Interpersonal skills

Arbitration & coordination

Tools

SAP

Salesforce

Hybris

Job description

A technology consultancy firm in the UK is seeking a Contact Centre Operations Team Leader to oversee performance metrics and enhance service delivery across Europe. The ideal candidate will have over 3 years of experience in a relevant role and possess strong analytical and presentation skills. Familiarity with CaaS systems like SAP and Salesforce is essential. This position offers a 12-month contract and a hybrid working model, ensuring flexibility while delivering operational excellence.