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Performance Improvement Manager - Contact Centre
Responsible for driving improvement across he customer journey and contact centre function
Direct management of a small team
£50,000 - £60,000 plus Car / Allowance & Bonus
Excellent company benefits
Hybrid approach
12 month FTC
Client Details
Page Group are delighted to be working in partnership with an industry leading organisation who are now looking to appoint a Performance Improvement Manager within their Contact Centre Operation. This role is to drive positive changes across the operation and customer journey and will lead a small team who will support
Description
Overall responsibility for improving process, positive change and customer outcomes within a fast paced contact centre environment
Identify areas and opportunities to up-skill teams and individuals which will lead to positive outcomes for customers
Provide support and coaching to both front-line and management level employees around best practise within the contact centre
Lead programmes of work focused on customer service and customer journey, taking others on that journey with you
Positively influence key stakeholders related to the contact centre on new ways of working, process and procedural changes, and best practise
Use all available data sources to highlight key trends within the contact centre, and present outcomes to SLT
Build positive working relationships across the SLT, taking a proactive approach to driving customer excellence
Profile
Strong customer service / contact centre knowledge
Process / continuous improvement experience
Extensive stakeholder management across all levels
Ability to analyse and interpret data
Excellent communicator
Problem solving ability
Job Offer
The role of Performance Improvement Manager will join an industry leading organisation based in the Leeds / Bradford area, and offers a hybrid approach
The role offers a salary of £50,000 - £60,000 DOE plus company car / allowance, bonus, generous pension and other benefits.
The role will initially be on a 12 months Fixed Term Contract
Performance Improvement Manager - Contact Centre 12month FTC jobs in Bradford
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