Performance Improvement Manager - Contact Centre (12month FTC)

About Our Client Page Group are delighted to be working in partnership with an industry leading organisation who are now looking to appoint a Performance Improvement Manager within their Contact Centre Operation. This role is to drive positive changes across the operation and customer journey and will lead a small team who will support
Job DescriptionOverall responsibility for improving process, positive change and customer outcomes within a fast paced contact centre environmentIdentify areas and opportunities to up-skill teams and individuals which will lead to positive outcomes for customersProvide support and coaching to both front-line and management level employees around best practise within the contact centreLead programmes of work focused on customer service and customer journey, taking others on that journey with youPositively influence key stakeholders related to the contact centre on new ways of working, process and procedural changes, and best practiseUse all available data sources to highlight key trends within the contact centre, and present outcomes to SLTBuild positive working relationships across the SLT, taking a proactive approach to driving customer excellence The Successful ApplicantStrong customer service / contact centre knowledgeProcess / continuous improvement experienceExtensive stakeholder management across all levelsAbility to analyse and interpret dataExcellent communicatorProblem solving ability What's on Offer The role of Performance Improvement Manager will join an industry leading organisation based in the Leeds / Bradford area, and offers a hybrid approachThe role offers a salary of £50,000 - £60,000 DOE plus company car / allowance, bonus, generous pension and other benefits.The role will initially be on a 12 months Fixed Term Contract
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