Page Personnel Secretarial & Business Support
Bradford, Yorkshire
Apr 30, 2024
Full time
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