Performance Improvement Manager - Contact Centre 12month FTC

• Performance Improvement Manager - Contact Centre
• Responsible for driving improvement across he customer journey and contact centre function
• Direct management of a small team
• £50,000 - £60,000 plus Car / Allowance & Bonus
• Excellent company benefits
• Hybrid approach
• 12 month FTC

Client Details

Page Group are delighted to be working in partnership with an industry leading organisation who are now looking to appoint a Performance Improvement Manager within their Contact Centre Operation. This role is to drive positive changes across the operation and customer journey and will lead a small team who will support

Description

• Overall responsibility for improving process, positive change and customer outcomes within a fast paced contact centre environment
• Identify areas and opportunities to up-skill teams and individuals which will lead to positive outcomes for customers
• Provide support and coaching to both front-line and management level employees around best practise within the contact centre
• Lead programmes of work focused on customer service and customer journey, taking others on that journey with you
• Positively influence key stakeholders related to the contact centre on new ways of working, process and procedural changes, and best practise
• Use all available data sources to highlight key trends within the contact centre, and present outcomes to SLT
• Build positive working relationships across the SLT, taking a proactive approach to driving customer excellence

Profile

• Strong customer service / contact centre knowledge
• Process / continuous improvement experience
• Extensive stakeholder management across all levels
• Ability to analyse and interpret data
• Excellent communicator
• Problem solving ability

Job Offer

The role of Performance Improvement Manager will join an industry leading organisation based in the Leeds / Bradford area, and offers a hybrid approach

The role offers a salary of £50,000 - £60,000 DOE plus company car / allowance, bonus, generous pension and other benefits.

The role will initially be on a 12 months Fixed Term Contract