• Performance Optimisation Manager (CX & Contact Centre)
• Bradford / Hybrid Working

About Our Client

Page Group are delighted to be partnering with a key client on the appointment of a Performance Optimisation Manager (CX & Contact Centre) 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

The Successful Applicant

• 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
• Experience driving change and transformation

What's on Offer

This is an exciting opportunity to join a leading business as Performance Optimisation Manager (CX & Contact Centre)

The role will be hybrid - 2/3 days on site

Based In the Leeds / Bradford Area, the role offers:

• Salary of £75,000 - £80,000
• Company Care or Car Allowance
• Up to 20% Bonus
• Private Medical Insurance
• Up to 12% Employer contribution pension
• x4 Life Assurance
• 25 days holiday plus Bank Holidays