Save Job Back to Search Job Description Summary Similar JobsContact Centre Operations Manager12 Months Fixed Term ContractAbout Our ClientPage group are working with a long standing & 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 functionJob DescriptionOverall operational & strategy leadership for a 100-150fte multi channel contact centre functionCreate, implement & 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 & consistencyLead and motivate the operation through Team Leaders, empowering them to drive performanceOwn Planning & Workforce activities, ensuring resource meets contractual demand, and SLA's can be achievedThe Successful ApplicantExperience leading a 100fte plus contact centre functionStrong experience implementing new technologies and digital systemsExtensive stakeholder engagementManagement of team leaders and aboveWhat's on OfferWakefield / Leeds based - great links to M1 & M62£60,000 - £70,000 plus extensive benefits12 month FTC4 Days on siteContactZach JohnsonQuote job refJN-072026-7055814Phone number+44 113 243 7708Job summaryJob functionBusiness SupportSubsectorCustomer ServicesSectorInsuranceLocationWakefieldContract typePermanentConsultant nameZach JohnsonConsultant phone+44 113 243 7708Job referenceJN-072026-7055814
