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- Tasks: Lead strategies to enhance the customer journey and improve performance in a dynamic contact centre.
- Company: Join a respected national business focused on customer experience and operational excellence.
- Benefits: Enjoy hybrid working, competitive salary, bonuses, private medical insurance, and generous holiday allowance.
- Why this job: Be part of a culture that values continuous improvement and makes a real impact on customer satisfaction.
- Qualifications: Experience in contact centres, strong analytical skills, and a passion for customer service are essential.
- Other info: This role offers a chance to inspire change and lead a motivated team.
The predicted salary is between 75000 - 80000 £ per year.
- Performance Optimisation Manager (CX & Contact Centre)
- Driving improvements across the Contact Centre & Wider Customer Journey
- Leeds / Bradford – Hybrid (3 days on site)
- 75,000 – 80,000 plus car / allowance, Bonus & Generous Benefits
Client Details
Page Group are delighted to be partnering with a key client on the appointment of a Performance Optimisation Manager (CX & Contact Centre) to join them at their Head Offices in the Leeds / Bradford Area. Our client is a well known and respected business nationally, and have created this role to improve the customer journey across the board, working with the Contact Centre and Wider Operations
Description
- Develop strategies to continuously improve and develop the end to end customer journey
- Work closely with demand and planning teams to ensure resource is available and met to meet performance expectations
- Ensure consistency and compliance of service across the Contact Centre and wider operations
- Create a culture of continuous improvement across the contact centre and cx functions
- Take an analytical approach to driving performance improvement, using all data streams, customer feedback and historical data available, to make informed decision and recommendations to drive positive change
- Create, refine and adapt improvement plans on a continual basis
- Be a subject matter expert for change and process improvement across the business area
- Lead, motivate and inspire operational leaders through change management and process improvement cycles
Profile
- Experience leading a complex / dynamic team within a Contact Centre, Customer Service or CX setting
- Strong analytic approach – turning data into insights
- Proven record in Process / Continuous Improvement
- KPI Management within a Contact Centre environment
- Strong knowledge of planning and scheduling
- Passionate about delivering excellent customer service
- Experience driving change and transformation
Job Offer
This is an exciting opportunity to join a leading business as Performance Optimisation Manager (CX & Contact Centre)
The role will be hybrid – 2/3 days on site
Based In the Leeds / Bradford Area, the role offers:
- Salary of 75,000 – 80,000
- Company Care or Car Allowance
- Up to 20% Bonus
- Private Medical Insurance
- Up to 12% Employer contribution pension
- x4 Life Assurance
- 25 days holiday plus Bank Holidays
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Performance Optimisation Manager (CX & Contact Centre) employer: Michael Page (UK)
Contact Detail:
Michael Page (UK) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Performance Optimisation Manager (CX & Contact Centre)
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience and contact centre operations. This will not only help you understand the role better but also allow you to speak confidently about how you can contribute to improving the customer journey during interviews.
✨Tip Number 2
Network with professionals in the CX and contact centre industry. Attend relevant events or join online forums where you can connect with others in the field. This could lead to valuable insights and even potential referrals for the position.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven performance improvements in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your responses, showcasing your analytical skills and ability to lead change effectively.
✨Tip Number 4
Research the company’s values and recent initiatives related to customer service. Tailoring your conversation to align with their goals will demonstrate your genuine interest in the role and how you can fit into their culture.
We think you need these skills to ace Performance Optimisation Manager (CX & Contact Centre)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in performance optimisation, customer service, and contact centre management. Use specific examples that demonstrate your analytical skills and success in driving change.
Craft a Compelling Cover Letter: In your cover letter, express your passion for improving customer journeys and detail how your previous roles have prepared you for this position. Mention your experience with KPI management and continuous improvement initiatives.
Highlight Analytical Skills: Since the role requires a strong analytical approach, include specific instances where you've turned data into actionable insights. This could be through projects or initiatives that led to measurable improvements in customer service.
Showcase Leadership Experience: Emphasise any experience you have in leading teams through change management processes. Provide examples of how you've motivated and inspired others to embrace new strategies or improvements in a contact centre environment.
How to prepare for a job interview at Michael Page (UK)
✨Showcase Your Analytical Skills
As a Performance Optimisation Manager, you'll need to demonstrate your strong analytical approach. Be prepared to discuss specific examples where you've turned data into actionable insights, particularly in a Contact Centre or CX setting.
✨Highlight Your Change Management Experience
This role requires leading and inspiring teams through change. Share your experiences of managing change and process improvement cycles, focusing on how you motivated your team and the outcomes achieved.
✨Demonstrate Your Customer-Centric Mindset
Since the role is focused on improving the customer journey, be ready to discuss your passion for delivering excellent customer service. Provide examples of how you've enhanced customer experiences in previous roles.
✨Prepare for KPI Discussions
KPI management is crucial in this position. Familiarise yourself with key performance indicators relevant to Contact Centres and be ready to discuss how you've successfully managed and improved these metrics in your past roles.