* Customer Experience Performance Improvement Manager
* CX & Contact Centre Focused
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
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
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 #J-18808-Ljbffr