Contact Centre Operations Manager

Michael Page • Permanent • Wakefield, West Yorkshire, England, United Kingdom • £60k - £70k / year • 4d ago

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

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

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 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

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