- Customer Experience Performance and Improvement Manager
- Driving process improvement across a dual site contact centre operation
- £70,000 plus benefits
- 2 days per week in Bradford
Client Details
Page Group are pleased to be supporting an esteemed client who is looking to appoint a Customer Experience Performance & Improvement Manager to their operation in Bradford. The role will join the SLT and support the Contact Centre function in making positive improvements across the board
Description
- Drive, Implement and Lead change across Customer Experience and Contact Centre Operations, with an aim to deliver the best outcomes for customers
- People management of a small team responsible in supporting the Performance & Improvement programme of work
- Create, implement and en-bed the CX strategy across the business, working with key stakeholders to bring them on the journey
- Build strong relationships across the SLT & Contact Centre function, helping deliver key strategic objectives
- Create, implement and review new processes that drive efficiency across the contact centre operation
- Create and present meaningful data and MI that can be used and interpreted to provide recommendations for positive change
- Work closely with key areas including Contact Centre Operations, Field Operations, Resource & Workforce Planning, Quality, L&D and various other departments
- Manage multiple programmes of work with various timescales, impacts and efficiency outputs
- Contribute to a consistent governance process for the delivery of initiatives within the CX portfolio
Profile
- Experience within a Contact Centre function
- Experience delivering performance and improvement programmes across a CS / Contact Centre function
- Analytically minded
- Ability to build strong working relationships
- Ability to prioritise varying workloads
Job Offer
This is an amazing opportunity to join a leading business in the role of CX Performance & Improvement Manager.
A permanent role, Monday to Friday - 37.5 hours per week. 2 days per week on site in Bradford.
Salary up to £70,000 plus benefits including 10% bonus, car allowance, private health and medical, life assurance, 25 days holiday plus bank, up to 10% pension