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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
