Full job description*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 100-150fte 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