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Contact Centre Service Improvement Lead
4 months ago
Pay rates
London: £37.89
National £34.89
Brief
A total rework of the entire contact centre department is needed, so the ideal candidate will be looking at processes, systems and people's capabilities.
Candidate Requirements
- Service Improvement lead with a good understanding of contact centre operations and how contact centres run.
- Must have the generics of how telephony work, forecasting and scheduling agent adherence.
- Expertise in LEAN methodology (set of business principles that prioritises continuous improvement).
- Primary role is to lead the activities, actions and identify changes. Working with a group of 7/8 people to help deliver the changes (HRBP, BA, FBP, SI Manager).
- Must have stakeholder management skills and effective communication skills.
Candidate profile- Contact centre experience.
- Highly organised because there is a lot of different moving parts on this.
- Flexible in your approach because they will be dealing with a multitude of different stakeholders
- Highly resilient
You will be predominantly working from home with occasional meetings in London once per quarter. May go to the office 2-3 days to observe how the work is happening.
Client is flexible on sector background, so if this sounds like you new role, please apply today.
