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 BenefitsClient 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 cyclesProfile

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 transformationJob 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