Contact Centre Improvement Manager

• Contact Centre Improvement Manager
• £60,000 - £70,000 plus car / allowance, Bonus & Package
• 3 / 4 days on site
• Within the contact centre function working closely with Operation, CI, Planning and other support functions
• Responsible for improving the customer journey & outcomes

Client Details

Page Group are delighted to be working in partnership with an industry leader with a large contact centre operation at their Bradford Head office. This role forms part of the Senior Leadership Team and is responsible for working across the contact centre operation to drive improvement around the customer journey and customer outcomes

Description

• Reasonable for identifying areas for positive improvement, taking from initial concept through to implementing and managing new ways of working, all focused around the customer journey
• Work closely with Learning & Development, Training & Coaching to ensure all on-boarding, training and coaching sessions are in line with the requirements of the operation, taking into account customer behaviours, common trends and industry challenges
• Work closely with MI & Planning function to ensure all data is available to interpret and understand, allowing you to present actionable changes and improvements that will improve customer satisfaction, and contact centre efficiency
• Support multiple work-stream all focused on the customer, varying in duration, size, scope and deliverable
• Direct management of 8 fte, providing them with all the tools available and knowledge to be successful in their role
• Work closely with the Head of Operations and Operations Managers to positively influence and drive potential changes around process and procedures, that will have a positive impact in their world
• Operationally focus on Contact Centre communication s via phone, email and chatbot, reviewing and identifying potential new channels based on customer requirements
• Create and present reports to SLT around performance, based on data available, offering solutions based on any issues you may come across

Profile

• Experience within and understanding of a complex contact centre environment
• Experience driving positive change and improvements that are customer focused
• Extensive stakehiolder management experience
• Ability to manage workloads and priorotise in a fast paced environment
• Excellent communication skills

Job Offer

The role of Contact Centre Improvement Manager will join an industry leading contact centre led business at their Bradford Head Offices.

The role offers a salary of £60,000 - £70,000 doe plus car / allowance, bonus & generous benefits package

Please note - initial this role will be fully on site, and will move to a hybrid model offering 2 days from home