Contact Centre Operations Manager

Contact Centre Operations Manager 12 Months FTC Leeds / Wakefield based - 4 days on site Leading regulated organisationClient 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 (Apply online only)fte 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 achievedProfile Experience leading a 100fte plus contact centre function Strong experience implementing new technologies and digital systems Extensive stakeholder engagement Management of team leaders and aboveJob Offer Wakefield / Leeds based - great links to M1 & M62 £60,000 - £70,000 plus extensive benefits 12 month FTC 4 Days on site