Job Description
Our client, in the credit and payments industry, is looking to appoint a seasoned Head: Operations Support to lead the Workforce Management, Quality Assurance, and Dialler Support functions within the Contact Centre Operations environment.
This is a strategic leadership role focused on driving operational excellence, improving efficiency, embedding best practice, and enabling future-ready support capabilities through data-driven insights, automation, technology adoption, and continuous improvement.
The successful candidate will work closely with senior stakeholders to ensure alignment with business strategy, operational requirements, compliance standards, and industry best practice, while leading multi-disciplinary teams across WFM, QA, and Dialler Support.
Key Responsibilities
- Develop and execute the strategic roadmap for Workforce Management, Quality Assurance, and Dialler Support.
- Translate functional strategy into annua...