Contact Centre Leadership Role
As the contact centre performance and capability manager, you will be responsible for architecting the future of our customer service operations.
* Design, build, and embed best-in-class quality assurance, workforce management, reporting, change management, and capability frameworks from scratch.
* Drive continuous improvement initiatives to enhance team performance, and partner directly with senior leaders to deliver an exceptional customer experience.
* Establish scalable operations that support long-term growth.
You will report to the head of customer experience and contact centre operations, collaborating closely with operations, product, technology, marketing, and leadership teams.
A Day in this Role
* Develop and implement the contact centre QA programme, workflows, and capability frameworks.
* Deliver actionable insights through reporting and analytics to drive operational decision-making.
* Design and deploy process improvement initiatives to increase efficiency and reduce friction.
* Support the delivery of continuous improvement projects across systems, people, and operations.
* Identify capability gaps and implement training and development plans to enhance performance.
The ideal candidate will have proven experience in a contact centre environment across quality assurance, workforce management, performance, capability, or reporting. They will also possess strong analytical skills with advanced proficiency in Excel/Sheets, as well as excellent communication skills.
About This Opportunity
This is a fantastic chance to join our team and make a significant impact on our customer service operations.