Tomorrow is our home Start at BSH Home Appliances Group if you believe in delivering quality: As a leading manufacturer of home appliances and solutions, we can rely on people in our production sites who do their best. With our global brands Bosch, Siemens, Gaggenau and Neff as well as our local brands, we fully trust in their excellent work. In return, they know we will give them the chance to extend their skills and grow. Join us now and give your career a home. Business Optimisation Manager Corby / Full Time / Permanent Your responsibilities Contact Centre performance & business analysis, knowledge sharing, and implementation of performance improvement projects for Contact Centres across BSH global customer service Sharing best practice operational standards and providing support to transformation projects and initiatives where required across BSH Contact Centres globally Performance analysis and identification of change requirements to drive improvements in customer service, efficiency and costs Analysis of all Contact Centre processes and customer contact channels to identify opportunities to drive continuous improvement in the customer journey and optimize service delivery Working with a variety of project groups and central IT teams to build and design new processes and solutions to drive improvements in customer service and operational standards in BSH Contact Centres worldwide Your profile Excellent knowledge of all Contact Centre processes and systems Experienced in Contact Centre Management Advanced knowledge of telephony configuration, skills based routing and call management technology Good working knowledge of 'best practice' for Resource Planning, Service Delivery and Operational performance reporting within a multi-channel Contact Centre Excellent communicator with a highly engaging and collaborative working style Your benefits Bonus Scheme Life Assurance Enhanced Holiday Entitlement Contributory Pension Scheme Employee Discount and Access to BSH Reward Website Training and Development Opportunities