At a Glance
- Tasks: Lead a dynamic contact centre team and enhance customer experience through innovative strategies.
- Company: Join a market-leading organisation with a strong reputation in the industry.
- Benefits: Enjoy competitive pay, career development opportunities, and a supportive work environment.
- Other info: Opportunity to work in a vibrant location with a focus on digital transformation.
- Why this job: Make a real difference in customer service while leading a talented team.
- Qualifications: Experience in contact centre management and a passion for customer satisfaction.
The predicted salary is between 40000 - 50000 £ per year.
12 Months FTC Leeds / Wakefield based - 4 days on site
Leading regulated organisation
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 onboarding 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 efficiency consistency.
Contact Details:
Michael Page Business Support Recruitment Team
We think you need these skills to ace Contact Centre Operations Manager
Operational Strategy Leadership
Service Level Metrics Implementation
Customer Experience Management
Multi-Channel Contact Centre Management
Performance Reporting
Digital Adoption
Automation Implementation
