* Performance Optimisation Manager (CX & Contact Centre)
* Driving improvements across the Contact Centre & Wider Customer Journey
* Leeds / Bradford - Hybrid (3 days on site)
* 75,000 - 80,000 plus car / allowance, Bonus & Generous Benefits
Client Details
Page Group are delighted to be partnering with a key client on the appointment of a Performance Optimisation Manager (CX & Contact Centre) to join them at their Head Offices in the Leeds / Bradford Area. Our client is a well known and respected business nationally, and have created this role to improve the customer journey across the board, working with the Contact Centre and Wider Operations
Description
* Develop strategies to continuously improve and develop the end to end customer journey
* Work closely with demand and planning teams to ensure resource is available and met to meet performance expectations
* Ensure consistency and compliance of service across the Contact Centre and wider operations
* Create a culture of continuous improvement across the contact centre and cx functions
* Take an analytical approach to driving performance improvement, using all data streams, customer feedback and historical data available, to make informed decision and recommendations to drive positive change
* Create, refine and adapt improvement plans on a continual basis
* Be a subject matter expert for change and process improvement across the business area
* Lead, motivate and inspire operational leaders through change management and process improvement cycles
Profile
* Experience leading a complex / dynamic team within a Contact Centre, Customer Service or CX setting
* Strong analytic approach - turning data into insights
* Proven record in Process / Continuous Improvement
* KPI Management within a Contact Centre environment
* Strong knowledge of planning and scheduling
* Passionate about delivering excellent customer service
* Experience driving change and transformation
Job Offer
This is an exciting opportunity to join a leading business as Performance Optimisation Manager (CX & Contact Centre)
The role will be hybrid - 2/3 days on site
Based In the Leeds / Bradford Area, the role offers:
* Salary of 75,000 - 80,000
* Company Care or Car Allowance
* Up to 20% Bonus
* Private Medical Insurance
* Up to 12% Employer contribution pension
* x4 Life Assurance
* 25 days holiday plus Bank Holidays
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