Outsourced Partner Director Role:                Global Director – Call Centre / Quality Control Salary:             This is negotiable but range indicated between £100,000 to £120,000 plus benefits Specification & Notes on the role The Role To take full responsibility for strategically defining the global “Quality Control Centre/Call Centre” operations. The successful candidate will manage the development and growth of a global service support network. The QC centres are outsourced and will need to be managed closely, albeit remotely, in terms of training and service delivery. The candidate will set the standards, manage SLA's and maintain the quality of the service at all times. These centres will manage potentially high volumes of traffic and as such the candidate will need to have experience in a fast-paced environment and be capable of growing the global QC centre network to support the winning of new contracts and considerable growth of the customer base. The candidate will also manage a team of four who will assist in overseeing the quality control of the service. Key Requirements Minimum of 10 years commercial experience with at least the last four in a senior management role along with;   ·          Solid experience in building and managing a Global network of call centres / or similar ·          Excellent Service Delivery management skills including setting and ensuring adherence to stringent SLA’s ·          Ability to motivate and manage teams ·          Experience in a fast-growing environment ·          Strong negotiation skills and the ability to work at a high level ·          Customer service focus The experience listed below would be a distinct advantage but is not essential; ·          Wireless or Consulting industry experience ·          Start-up company experience Useful Info ·          25-30% Global travel should be expected. ·          A global player who has set up call centre relationships with high quality houses across the world  ·          A very strong performance based culture in mind—having been trained and measured in environments such as financial services or global telco environments (Natwest, Barclay’s, Lloyds TSB) or (BT Global, Voda Global) ·          The remit requires someone to have traveled the globe, set up call centre environments, managed them in meeting strict SLA’s that were mission critical ·          They need to have the ability to think strategically about where to proactively set up call centres based on contracted relationships coming on-line, then to physically ensure that those environments are commercially contracted, well-trained, up and running and then tightly manage SLA’s thereafter regarding turn-around time and message conversion accuracy.  ·          I need a special hybrid individual (as always here) with someone who has been well-bred commercially through a strong corporate culture where tolerance for mistakes is minimal—hence the financial services mentality.  But also someone who has worked at some point in their careers in a smaller company where their accountability is essential and they loved the impact they had on the business.  They have to think strategically, but act with very strong capability in a tactical manner.  ·          This role is central and mission critical to the company as it not only ensures the quality of the product but teaches the conversion system to understand languages, dialects, and phraseology, this person’s impact will be powerful and felt throughout the company and they will have full autonomy to drive the highest quality service ·          Needed is someone who is doing this job globally now, is intelligent, strategic, proactive, a strong problem solver, commercially capable in having negotiated contracts, can travel about 25% to 30% of their time globally, is a strong leader, excellent communicator, and is as hands-on as they are strategic.  I want someone who is not afraid of getting stuck in and making things happen.  I need a smart doer, and a sharp executor who communicates widely in the business to ensure they are proactively managing bringing call centers on line, or turning them off just as effectively.    Person Requirements    For the person to be a global player who has set up call center relationships with high quality houses in Australia, US, Europe at least.    This person should come with a very strong performance based culture in mind—having been trained and measured in environments such as financial services or global telco environments (Natwest, Barclay’s, Lloyds TSB) or (BT Global, Voda Global)   The remit requires someone to have traveled the globe, set up call centre environments, managed them in meeting strict SLA’s that were mission critical as they will be over here at XXXX   XXXXX   They need to have the ability to think strategically about where to proactively set up call centres based on contracted relationships coming on-line, then to physically ensure that those environments are commercially contracted, well-trained, up and running and then tightly manage SLA’s thereafter regarding turn-around time and message conversion accuracy.    I need a special hybrid individual (as always here) with someone who has been well-bred commercially through a strong corporate culture where tolerance for mistakes is minimal—hence the financial services mentality.  But also someone who has worked at some point in their careers in a smaller company where their accountability is essential and they loved the impact they had on the business.  They have to think strategically, but act with very strong capability in a tactical manner.    The sell here is (1) this role is central and mission critical to XXXX   XXXXX as it not only ensures the quality of our product but teaches the conversion system to understand languages, dialects, and phraseology, (2) that their impact will be powerful and felt throughout the company, (3) that they will be able to travel globally to set these centers up and will have full autonomy to drive the highest quality service, and (4) that they will be working for our COO who is a former CSC global integration expert who will offer support and leadership to this role.    As we continue to grow the number of call centers we have as we sign on new contracts, we may find ourselves for a period of time having as many as 10-15 call centers in operation, if not more.  Thus, this person will be able to hire staff to help manage the call center activities once established, on the basis of the work required to do so.  In other words, they won’t be expected to do this all themselves.    I need someone who is doing this job globally now, is intelligent, strategic, proactive, a strong problem solver, commercially capable in having negotiated contracts, can travel about 25% to 30% of their time globally, is a strong leader, excellent communicator, and is as hands-on as they are strategic.  I want someone who is not afraid of getting stuck in and making things happen.  I need a smart doer, and a sharp executor who communicates widely in the business to ensure they are proactively managing bringing call centers on line, or turning them off just as effectively.    I would want someone who knows where to go and get these centers up and running ASAP.  For more details, email info@callcentrepeople.com or call Rob O'Malley on 01789 268494 Our guide to successful outsourcing   Join Our Newsletter