Our dedicated management appointments consultants recruit across the UK for a range of senior specialist roles.
Your local recruiting expert will find call centre management professionals to help you achieve your organisational goals.
Contact centre operations increasingly require more innovative and proactive methods of recruiting people who have the commercial acumen and proven ability to inspire, motivate and lead their businesses forward.
While traditional advertising continues to be the norm, leadership search and selection methods are gaining popularity due to their effectiveness. These combine a consultative style, traditional advertising, online advertising and bespoke marketing.
Your dedicated Hays consultant will use the best of traditional recruitment methods alongside a modern search and selection strategy to identify suitable senior managers.
Facilitating the placement of highly skilled experienced individuals into interim positions is a short-term solution, but the benefits can be genuinely long-lasting.
We provide individuals who are able to make invaluable contributions to your contact centre, either in operational management or on a specific project management basis. The benefits that interim management can offer are immense as you tap into a pool of skilled, experienced talent to achieve a swift resourcing solution.
We offer a menu of additional services to complement the recruitment process. These are specifically designed to ensure you identify the right individual for your role. They include:
• Assessment centre design and delivery - Having worked with you to create a competency framework for your role, we’ll design and deliver a bespoke assessment centre to assess applicants’ suitability in key areas. This will typically involve a half-day or full-day centre including role-plays, prioritisation tasks and KPI statistical analysis
• Psychometric testing / personality profiling -Through our partnerships with external providers we are able to administer and evaluate candidates using a range of profiling tools
• Competency Framework - Our trained consultants can help you to create a competency framework for a role, and offer a detached and objective view of each applicant
We understand that the diverse functions within a contact centre require a wide range of knowledge and expertise, and we can identify talent in a variety of business areas, including:
•Operational management - Delivering exceptional customer service is essential in a highly competitive market. Not only do your operational managers need to develop new and innovative business strategies, they also need to demonstrate quality leadership, support and guidance. Improving performance effectiveness and demonstrating unparalleled communication skills, these candidates will quite often own sizeable budgets
•Client relationship management - New business generation needs to work hand in hand with an effective retention strategy. In both areas client and customer managers who can take ownership, prioritise customer service and deal with complaint handling are an invaluable resource. As your recruitment partner we understand the importance of attracting customer focused, solutions driven individuals who are experienced in dealing with internal and external business partners and customers
•Workforce management - Effective optimisation of available resource and timely communication of relevant management information is integral to the successful and cost effective running of any customer contact centre. We ensure our candidates are able to demonstrate the desired balance between technical and communication skills in order to interpret and convey complex and often sensitive business information
•Back office / support - Effective customer contact is not all about a phone call. The most efficient operations often run successful back office customer support functions dealing with the processing of customer data, compliance, cash administration, process improvement and customer relations. Still heavily customer focused, these support functions guarantee fulfilment of customer and client promises
•Project / strategic management - Implementing change, often through the introduction of new technology or processes, is a key challenge for many customer-facing operations. When the required change will be key to future success - perhaps by improving customer retention or driving sales - then its essential that the individuals/teams leading the change possess the specialist skills and knowledge to do so effectively and within deadlines. We maintain a robust database of experienced project managers who can work on a short or long-term basis and introduce recognised change management methodologies to your business
For a confidential discussion about your current recruitment needs, do not hesitate to contact one on of our specialist consultants.