Michael Page Business Support
- Contact Centre Operations Manager
- 12 Months FTC
- Leeds / Wakefield based – 4 days on site
- Leading regulated organisation
Client Details
Page group are working with a long standing & market leading client who are looking to appoint a new Contact Centre Operations Manager.
With offices nationally, the role will be based at their Wakefield / Leeds site and will have responsibility for leading the overall contact centre function
Description
- Overall operational & strategy leadership for a 100-150fte multi channel contact centre function
- Create, implement & drive service level metrics across the function, in line with contractual agreements with a focus on customer experience, timescales and efficiency
- Drive consistency across the function to ensure all customer interactions are managed with the highest level of service
- Support the onbaording of new customers into the business through clear and transparent communications
- Create and deliver accurate reporting to Senior Directorate based on contact centre performance and activity
- Lead the operational adoption of digital and automation activities, enhancing the end to end customer journey across all touch points
- Implement technology across the customer journey to remove manual workloads and increase efficecny & consistency
- Lead and motivate the operation through Team Leaders, empowering them to drive performance
- Own Planning & Workforce activities, ensuring resource meets contractual demand, and SLA's can be achieved
Profile
- Experience leading a 100fte plus contact centre function
- Strong experience implementing new technologies and digital systems
- Extensive stakeholder engagement
- Management of team leaders and above
Job Offer
- Wakefield / Leeds based – great links to M1 & M62
- £60,000 – £70,000 plus extensive benefits
- 12 month FTC
- 4 Days on site
To apply for this job please visit www.reed.co.uk.
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