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    Contact Centre Process Manager - Bradford, United Kingdom - Page Personnel Sales

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    Description

    Page Group are delighted to be working in partnership with an industry leader with a large contact centre operation at their Bradford Head office.

    This role forms part of the Senior Leadership Team and is responsible for working across the contact centre operation to drive improvement around the customer journey and customer outcomes
    Work closely with Learning & Development, Training & Coaching to ensure all on-boarding, training and coaching sessions are in line with the requirements of the operation, taking into account customer behaviours, common trends and industry challenges
    Work closely with MI & Planning function to ensure all data is available to interpret and understand, allowing you to present actionable changes and improvements that will improve customer satisfaction, and contact centre efficiency
    Support multiple work-stream all focused on the customer, varying in duration, size, scope and deliverable
    Direct management of 8 fte, providing them with all the tools available and knowledge to be successful in their role
    Operationally focus on Contact Centre communication s via phone, email and chatbot, reviewing and identifying potential new channels based on customer requirements
    Create and present reports to SLT around performance, based on data available, offering solutions based on any issues you may come across
    Experience within and understanding of a complex contact centre environment
    Extensive stakehiolder management experience

    The role of Contact Centre Improvement Manager will join an industry leading contact centre led business at their Bradford Head Offices.

    The role offers a salary of £60,000 - £70,000 doe plus car / allowance, bonus & generous benefits package
    Please note - initial this role will be fully on site, and will move to a hybrid model offering 2 days from home #J-18808-Ljbffr


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