Head of Operational Excellence - Support

• Oversee commercial performance, customer experience, and people leadership.
• Steer frameworks for operational excellence, quality assurance, resource planning, and onboarding and training.
• Partner with leaders across Product, Commercial, Finance, and People teams.
• Drive KPI and OKR achievements to meet growth targets and improve operational effectiveness.
• Provide insights and commentary to the wider Operation and leadership.
• Build trust to maintain stability and drive performance against targets.

• Expert in contact centre support with deep operational knowledge in at least two of the following: resource planning, quality assurance, or onboarding and training.
• Proven leader with a track record of motivating and developing high-performing support teams in a contact centre environment.
• Highly analytical and strategically minded.
• Excellent communicator and presenter who can interact with stakeholders at all levels.
• Passionate about understanding customer behaviours to drive revenue and service targets.
• Adaptable, pragmatic, and able to balance competing priorities.

Demonstrates expertise in contact centre support with a focus on operational excellence, resource planning, quality assurance, and onboarding. Proven ability to lead high performing teams while driving KPI and OKR achievements to enhance customer experience and operational effectiveness.