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| Job Location | Bingley |
| Education | Not Mentioned |
| Salary | Competitive salary |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Permanent, full-time |
We are currently recruiting a Contact Centre Manager for one of Europe’s largest multichannel retail brands.The role:You’ll be passionate about CRM and an inspirational leader with a commercial aptitude. Having a proven track record in designing and delivering world class customer experience, including prioritizing resources to enable continuous improvement.Highly skilled at shaping and safely delivering a roadmap of technology and process changes, whilst creating an engaging environment for all colleagues in which to flourish.Key Responsibilities:•Propose, champion and drive forward new CRM initiatives, skilled at building business cases and working with cross functional teams to drive projects through from conception to delivery.•Developing and building an operational team who successfully embed principles of continuous improvement, being adept in operational best practices with a customer and colleague first’ approach.•Leading the forecasting and planning teams, delivering to business objectives and service level agreements with strong quantitative and analytical skills.•Develop and manage contact centre budgets, analysing and interpreting data to provide the best possible service and cost efficiency.Skills and Experience:Extensive experience of leading large teams in a busy customer service environment is essential, as well as the ability to develop and deliver an exceptional Customer Experience strategy. You will display a passion for coaching, inspiring and mentoring teams whilst being a dynamic, visionary, strategic customer focused ideas generator.We’re looking for someone with a good deal of previous experience in leading large scale teams and B2C Change and Transformation projects, within an omni-channel Contact Centre environment. The ideal candidate will have a thorough knowledge of both existing and emerging Contact Centre technology, resource planning tools, and experience of working with and on-boarding third party providers. Required skills
Keyskills :
Analytical Skills Business Perfmance Continuous Improvement Contact Centre Technology Employee Engagement