JOB DESCRIPTION

As the leading foodservice provider across the island of Ireland, Sysco’s success is driven by a team of passionate and dedicated individuals who go above and beyond to deliver every day.

We don’t just deliver food and drink to our customers. We deliver new thinking, technology and talent to our industry. We deliver opportunities - to ourselves and to our colleagues ensuring that we can all thrive in work and beyond.

We are now looking for new talent to join us as we continue to grow, innovate and deliver.

Head of Contact Centres

We are excited to offer a fantastic opportunity for a Head of Contact Centres. The purpose of the role is to grow our reputation with the customer further, lead a highly engaged team of people and deliver more than your budget profit target. You will lead the Ireland network of contact centres located in Limerick and Belfast to go from Good to Great in the Food Service Industry. Drive a step change in sales and service performance through reviewing and designing performance metrics, developing and coaching of the right capabilities, leveraging existing technology and ensuring the reward for the workforce is consistent, fair and competitive. You will work with the Online team in developing new multi-channel capability and improve the overall customer experience.

The role requires a candidate who will be:

A Leader
Customer Focused
Performance Focused

If you are ready for a challenge, we want to hear from you.

Apply today and discover what your career could look like with Sysco Ireland.

Key Accountabilities:

Foster a single leadership team approach across the contact centres to deliver best practice sales, service and operational efficiency while maintaining consistency in approach across multiple sites.
Lead to best practice team working leveraging the benefits of virtualisation whilst retaining customer intimacy
Ensure KPIs, reward and recognition programmes and team structures drive the right outcomes for Sysco and for colleague engagement
Engage with Sales Management & Marketing across Street and Corporate to ensure alignment on sales and lead generation strategies
Ensure the introduction of new technology into Contact Centres and delivers cultural change and efficiencies linked to changes in working practices through the Senior Leadership Team
Drive a culture of continuous improvement and focus on customer experience to deliver service efficiencies
Direct the entire operation of the organisation's call centre facility. Implementing and reviewing policies and operating structure of the call centres
Maintain close working relationships with peer colleagues in Sysco Europe ensuring alignment to existing best practise standards and guidelines for interaction with customers.

Requirements:

Relevant 3rd Level qualification along with 5-7 years’ experience in similar environment or a related area
Familiar with a variety of contact centre concepts, practices, and the design and delivery of effective procedures
Relies on extensive knowledge and sound judgement to plan and accomplish goals
Extensive stakeholder management, with regular communication with senior executives across the business.
Experience in managing multi-site Contact Centre’s - Inside sales (outbound) and call centre (inbound) and customer service
Proven and documented experience in creating performance management techniques and KPIs
IT delivery experience specifically around the introduction of new technology into a Contact Centre environment
Excellent communication skills with proven ability to communicate across spans and layers from front line agents to Sysco Executives

Capabilities

Ability to oversee a large multi-site transformation programme
Driving change from top to bottom of a team across multiple centres
Customer centric mind-set and ability to deliver a step change in service performance
Coaching & performance management mind-set
Ability to manage Telesales teams working in a multi-channel sales environment
Leads and directs the work of others.
Strong blend of operational execution and strategic thinking

Sysco Ireland Culture

Customer Focus: We deeply understand our customers' needs, continuously looking at ways to deliver real value.

Building Relationships: We foster strong, effective relationships across teams, always working together. We embrace change and support each other through it.

Clear Communication: We communicate clearly and effectively, ensuring our message resonates.

A Passion for Food: We source and deliver food and drink that inspires excellence and creativity in kitchens for the most memorable dining experiences.

The accountabilities and requirements outlined in this job description are neither definitive nor restrictive and may change in detail from time-to-time to meet the changing needs of the business.

Sysco is an equal opportunity employer.

Head of Contact Centres

Job Description