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- Contact Centre Outsource Manager
- Leeds - predominantly on site
- 45,000 - 50,000
- Progressive & forward thinking organisation
Client Details
Page Group are working exclusively with a very forward thinking and progressive, contact centre led organisation who are looking to appoint a Contact Centre Outsource Manager. This is seen within the organisation as a key role to help achieve key business wide objectives
Description
The role of Contact Centre Outsource Manager will manage the relationship with a 3rd party outsourced contact centre provider through all daily activities.
You will ensure that Service Levels meet contractual obligations and manage performance if SLAs are not met. The role will be responsible for the implementation and drive of key metrics and KPI's around contact centre performance, looking at AAT, Abandonment rates, customer satisfaction, quality assurance, first time resolution and much more.
Through regular review and transparent communication you will create and build a strong working relationship with the outsource provider, leading to better outcomes for all involved parties
Profile
- Experience managing an outsourced contact centre relationship
- Understanding of contact centre technologies and metrics
- Ability to build strong working relationships
- Ability to analyse and interpret data
- Strong communicator
Job Offer
The role of Contact Centre Outsource Manager will join a growing organisation within the B2B sector
The role offers a salary of up to 50,000 depending on experience along with generous company benefits
Located in Leeds with great links to the M1, the role is predominantly office based but may offer 1-2 days working from home
