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Outsource Contact Centre Manager Full Time

at Page Personnel - UK Leeds in Leeds (Published at 19-11-2021)

  • Outsource Contact Centre Manager

  • Leeds - Hybrid Working

About Our Client

Page Group are proud to be working in partnership with a well known global brand who provide household consumer products across the world. Due to impressive growth they are now looking to appoint an Outsource Contact Centre manager who will have responsibility for managing x2 outsourced contact centre agreements. The role will be based at their offices on the outskirts of Leeds

Job Description

As the Outsource Contact Centre Manager you will have full operational responsibility for managing x2 outsourced contact centre agreements, along with the direct management of a small internal function.
Further Responsibilities Include;

  • Lead motivate and develop both UK and international contact centre functions to ensure customers receive a best in class service

  • Manage service level agreements with 2 outsourced contact centres ensuring performance levels are maintained and constantly driven forward

  • Where required manage under performance by 3rd party suppliers ensuring corrective action is taken at the earliest possible opportunity

  • Conduct regular reviews with 3rd party providers, looking at performance, potential issues, complaints and market trends

  • Create, implement and drive customer service strategy across the business, delivering this through 3rd party suppliers

  • Positively influence and negotiate to create the best possible outcomes in accordance to the business objectives

  • Direct management of 2 internal partners responsible for supporting the UK customer base

  • If and where required engage with extra 3rd party suppliers to ensure service levels are maintained to customer expectations

The Successful Applicant

The Successful Candidate;

  • Experience managing 3rd parry contact centre relationships (desirable)

  • Understanding of contact centre systems and procedures

  • Strong stakeholder management skills

  • Ability to positively influence and negotiate

  • Proven record of implementing a customer service strategy

  • Excellent communication skills

What's on Offer

This is a great opportunity to join a leading global brand in the capacity of Outsource Contact Centre Manager at their offices on the outskirts of Leeds.The role offers a salary of up to £45,000 dependent on experience along with strong company benefits including 30days holiday, strong pension offering and introduction to management pathway scheme.
Hybrid working is on offer with 2/3 days in the office and remainder from home.
The business offers free parking and has great transport links across the M1 and M62. Candidates across Yorkshire are encouraged to apply
Working hours are 9-5 Monday to Friday

Zach Johnson
Quote job ref
Phone number
+44 113 243 7708

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