At a Glance
- Tasks: Lead a dynamic contact centre, driving performance and enhancing customer experience.
- Company: Join a market-leading organisation with a strong reputation in the industry.
- Benefits: Competitive salary, extensive benefits, and great transport links.
- Other info: 12-month fixed-term contract with opportunities for professional growth.
- Why this job: Make a real impact by implementing innovative technologies and improving customer journeys.
- Qualifications: Experience in leading large contact centres and managing teams effectively.
The predicted salary is between 65000 - 65000 £ 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 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
- Lead and motivate the operation through Team Leaders, empowering them to drive performance
- Own Planning & Workforce activities, ensuring resource meets contractual demand, and SLAs 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
We think you need these skills to ace Contact Centre Operations Manager in Wakefield
Operational Leadership
Strategy Development
Service Level Metrics Implementation
Customer Experience Management
Performance Reporting
Digital Systems Implementation
Stakeholder Engagement
