Customer Experience Performance Improvement Manager
Michael Page Bradford
About Our Client
Page Group are delighted to be partnering with a key client on the appointment of a Contact Centre Performance Improvement Manager to join them at their Head Offices in the Leeds / Bradford Area. Our client is a well known and respected business nationally, and have created this role to improve the customer journey across the board, working with the Contact Centre and Wider Operations
Job Description- Develop strategies to continuously improve and develop the end to end customer journey
- Work closely with demand and planning teams to ensure resource is available and met to meet performance expectations
- Ensure consistency and compliance of service across the Contact Centre and wider operations
- Create a culture of continuous improvement across the contact centre and cx functions
- Take an analytical approach to driving performance improvement, using all data streams, customer feedback and historical data available, to make informed decision and recommendations to drive positive change
- Create, refine and adapt improvement plans on a continual basis
- Be a subject matter expert for change and process improvement across the business area
- Lead, motivate and inspire operational leaders through change management and process improvement cycles
- Experience leading a complex / dynamic team within a Contact Centre, Customer Service or CX setting
- Strong analytic approach - turning data into insights
- Proven record in Process / Continuous Improvement
- KPI Management within a Contact Centre environment
- Strong knowledge of planning and scheduling
- Passionate about delivering excellent customer service
What's on Offer
This is an exciting opportunity to join a leading business as Customer Experience Performance Improvement Manager.
The role will be hybrid - 2/3 days on site
Based In the Leeds / Bradford Area, the role offers:
- Salary of £75,000 - £77,000
- Company Care or Car Allowance
- Up to 15% Bonus
- Private Medical Insurance
- Up to 12% Employer contribution pension
- x4 Life Assurance
- 25 days holiday plus Bank Holidays
The successful candidate will be based within a 1 hour commute due to business needs
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