Performance Optimisation Manager (CX & Contact Centre)

Michael Page; Bradford; Hybrid; GBP 75,000 - 80,000; Full time

Job summary

Join a leading business as a Performance Optimisation Manager focusing on enhancing the customer journey within the Contact Centre. This hybrid role offers a competitive salary, bonus, and excellent benefits including private medical insurance and a generous pension contribution.

Benefits

Company Car 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

Qualifications

• Experience leading a complex/dynamic team within a Contact Centre.
• Strong analytic skills in translating data into insights.
• Proven record in process and continuous improvement.

Responsibilities

• Develop strategies for improving the customer journey.
• Ensure compliance of service across Contact Centre operations.
• Lead change management and process improvement cycles.

Skills

Analytic approach

Process Improvement

Customer Service

Job description

• 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