* Contact Centre Manager
* Bradford / Hybrid Working
About Our Client
Page Group are working with a key client on the appointment of 2 Contact Centre Manager roles based at their offices in the Leeds / Bradford area. Both roles will be pivotal in achieving their customer pledge and will support wider business objectives.
Job Description
* Lead, motivate and inspire a 60fte multi-channel contact centre function supporting both B2B & B2C customers.
* Provide direct reports (x6 Team Leaders) with guidance, support and feedback to deliver day-to-day performance against business objectives.
* Take ownership of escalated customer issues where required.
* Identify areas for improvement and change across the contact centre that will improve customer satisfaction and customer journey.
* Create and foster strong working relationships with key stakeholders both internally and externally.
* Ensure customer contacts meet quality and regulatory requirements in line with regulations and business frameworks.
* Undertake root cause analysis around customer issues to reduce repeat issues occurring.
* Adopt new contact channels and technologies where required in line with customer demand.
* Implement and drive KPIs within the contact centre to support business-wide objectives.
The Successful Applicant
* Experience leading a contact centre function.
* Knowledge on contact centre channels and technologies.
* Passion for delivering excellent customer service.
* Strong people management skills.
* Ability to build strong working relationships.
What's on Offer
Our client is looking to appoint 2 Contact Centre Managers at their offices in the Bradford / Leeds area.
Working 37.5 hours across Monday to Friday (core hours).
Salary on offer of £57,000 to £60,000 plus:
* Up to 10% bonus.
* Private healthcare.
* Up to 12% employer contribution pension.
* 25 days holidays plus Bank Holidays.
* x4 life assurance.
Please note - The role offers flexible hybrid working with an expectation to be in the office 3 days per week.
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