Contact Centre Operations Manager

Contact Centre Operations Manager12 Months FTCLeeds / Wakefield based - 4 days on siteLeading regulated organisationClient DetailsPage group are working with a long standing and market leading client who are looking to appoint a new Contact Centre Operations Manager.With offices nationally, the role will be based at their Wakefield / Leeds site and will have responsibility for leading the overall contact centre functionDescriptionOverall operational and strategy leadership for a (Apply online only)fte multi channel contact centre functionCreate, implement and drive service level metrics across the function, in line with contractual agreements with a focus on customer experience, timescales and efficiencyDrive consistency across the function to ensure all customer interactions are managed with the highest level of serviceSupport the onbaording of new customers into the business through clear and transparent communicationsCreate and deliver accurate reporting to Senior Directorate based on contact centre performance and activityLead the operational adoption of digital and automation activities, enhancing the end to end customer journey across all touch pointsImplement technology across the customer journey to remove manual workloads and increase efficecny and consistencyLead and motivate the operation through Team Leaders, empowering them to drive performanceOwn Planning and Workforce activities, ensuring resource meets contractual demand, and SLA''s can be ..... full job details .....