Contact Centre Operations Manager

• 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