Contact Centre Operations Manager

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• Contact Centre Operations Manager
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• 12 Months FTC
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• Leeds / Wakefield based - 4 days on site
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• Leading regulated organisation
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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

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• Overall operational & strategy leadership for a 100-150fte multi channel contact centre function
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• Create, implement & drive service level metrics across the function, in line with contractual agreements with a focus on customer experience, timescales and efficiency
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• Drive consistency across the function to ensure all customer interactions are managed with the highest level of service
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• Support the onbaording of new customers into the business through clear and transparent communications
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• Create and deliver accurate reporting to Senior Directorate based on contact centre performance and activity
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• Lead the operational adoption of digital and automation activities, enhancing the end to end customer journey across all touch points
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• Implement technology across the customer journey to remove manual workloads and increase efficecny & consistency
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• Lead and motivate the operation through Team Leaders, empowering them to drive performance
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• Own Planning & Workforce activities, ensuring resource meets contractual demand, and SLA's can be achieved
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Profile

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• Experience leading a 100fte plus contact centre function
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• Strong experience implementing new technologies and digital systems
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• Extensive stakeholder engagement
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• Management of team leaders and above
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Job Offer

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• Wakefield / Leeds based - great links to M1 & M62
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• £60,000 - £70,000 plus extensive benefits
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• 12 month FTC
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• 4 Days on site
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