* Head of Contact Centre
* Leeds
About Our Client
Page Group are delighted to be working in partnership with an industry leading business who are looking for a new Head of Contact Centre. Our client is an innovative and ever evolving business and are looking for this role to join their Senior Leadership team
Job Description
* Lead the customer experience strategy and form a customer first culture across the business
* Work with the business technology team to best maximise usage of the CRM system, forming positive outcomes for customers
* Deliver performance against key metrics across the business including CSAT and FCR
* Lead the development of operational strategies, aligning KPI'S across the department to achieve overall business objectives
* Manage 3rd party supplier relationships (outsources), holding to accounts against pre agreed contractual agreements, taking action where required to manage performance
* Work with finance function to manage the P&L, resourcing profile and financial forecasting
* Drive continuous improvement activities across the operations, creating a progressive culture
* Hold regular customer operations management meetings to evaluate progress and business strategy
* Engage in cross departmental collaboration to identify and address potential issues
* Leverage MI reporting to interpret data and drive improvements accordingly
* Develop key stakeholder relationships across the wider business
The Successful Applicant
* Experience managing a similar Customer Operation / Contact Centre function
* Experience in a regulated environment
* Management of 3rd party relationships
* Strong commercial and financial acumen
What's on Offer
This is a fantastic opportunity to join a growing Leeds based business as their new Head of Contact Centre.
The role offers a salary of up to £65,000 plus bonus and excellent company benefits
#J-18808-Ljbffr