The Head of Operations – TSOC, a key leadership role, will be accountable to lead and implement strategic initiatives that enhance service performance, customer satisfaction, and operational efficiency across 24/7, fast paced contact centre operations. This role leverages data analytics, AI integration, and leadership development to drive continuous improvement, foster innovation, and ensure exceptional customer experiences aligned to industry performance standards.
Lead, manage and develop a high-performing team, ensuring accountability for performance and professional growth. inspire and motivate teams by acting with integrity, leading by example, and fostering a culture of excellence, innovation and continuous improvement. Encourage and embrace innovative ideas to achieve better results, creating a culture of creativity and ingenuity. Managing large, diverse teams, optimising performance through data-driven insights, maintaining compliance with industry standards. Embracing workforce planning, crisis management, and stakeholder engagement, to navigate complex challenges while aligning operations with business goals. The leader is pivotal in sustaining high-quality service in fast-paced, always-on environments.
Main Duties
Leveraging dashboards and analytics platforms to monitor service performance, financial records and customer satisfaction. Enabling managers to interpret data effectively and use it to drive targeted improvements across accounts to identity best practices Oversee the integration of AI and automation to streamline operations and reduce manual effort across contact centre workflows Establish systematic plans and priorities to ensure the achievement of strategic objectives. Collaborate cross-functionally to develop solutions that benefit all stakeholders and enhance operational outcomes. Demonstrate a strong drive for results, setting challenging goals and maintaining a focus on continuous business improvement. Encourage and embrace innovative ideas to achieve better results, creating a culture of creativity and ingenuity. Build and maintain strong relationships with internal and external stakeholders at all levels. Champion a customer-first mindset, ensuring a consistently outstanding customer experience. Communicate with clarity and passion, embracing change and building momentum across teams. Deputise for Strategic Customer Director, providing leadership continuity and strategic leadership. Utilise data to inform resource planning, workflow optimisation and continuous improvement Creates, strengthens, and manages great relationships of all types and at all levels with both colleagues and customers, displaying a passion for providing an outstanding customer experience Gives clarity and shares passion, embraces change, and builds momentum. Inspires others by acting with integrity and leading by example. Achieves results through the success of others Encourages and embraces innovative ideas to achieve better results, creates a culture of creativity and ingenuity Manage and develop a high-performing team, ensuring accountability for performance and professional growth. Drive leadership development and succession planning through structured change journeys and capability assessments. Inspire and motivate teams by acting with integrity, leading by example, and fostering a culture of excellence and innovation. What we are looking for Significant experience within a Customer Service environment, leveraging analytics to monitor the whole service performance and drive operational efficiency. Significant management and leadership experience at senior level in a large, complex, and demanding stakeholder environment. Demonstrable evidence of developing and sustaining a customer focussed culture, and in initiating, developing and maintaining long-term collaborative partnerships with internal and external clients. Proven track record of successful financial and commercial management Considerable experience in leading and motivating high performance teams strategic and resilient professional