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Business Optimisation Manager

Competitive

Job description

Business Optimisation Manager

Corby

Competitive salary

Monday - Friday 9.00am - 5.15pm

Our industry-leading client is looking to recruit a Business Optimisation Manager to join their expanding team at a large, busy call centre, in Kettering. The main purpose of the role is the analysis of all contact centre processes and customer contact channels to identify opportunities to drive.

Key Duties of a Business Optimisation Manager - Contact Centre

  • Performance analysis and identification of change requirements to drive improvements in customer service, efficiency and costs
  • Customer contact analysis to identify opportunities to improve customer journey through both online self-service and contact centre processes
  • Contact Centre process analysis and documentation of best practice operational standards to share across other contact centres globally
  • Support to the Functional Competence Centre project with business analysis reporting, knowledge sharing, and implementation of performance improvement projects for contact centres
  • Working with a variety of project groups and central IT teams to build and design new processes and solutions to drive improvements in customer service and operational standards in other contact centres worldwide

About you:

  • Excellent knowledge of all Contact Centre processes and systems
  • Experienced in Contact Centre Management.
  • Strong experience in Business performance and process analysis.
  • Excellent analytical and problem-solving skills, being able to clearly articulate issues and propose recommendations with clarity and concisely both written and verbally.
  • Advanced knowledge of telephony configuration, routing, skills-based routing and call management technology.
  • Good working knowledge of 'best practice' for Resource Planning, Service Delivery and Operational MI performance reporting within a multi-channel contact centre.
  • Self-motivated and enthusiastic individual with strong organisational skills and an eye for detail.
  • Excellent communicator with a highly engaging and collaborative working style.

If this sounds like you, please apply today.

Ascendant Recruitment is one of Milton Keynes and Northampton's leading recruitment businesses. We support job seekers in Administration, Customer Service, Human Resources, & Finance positions. Ascendant Recruitment operates as an Employment Agency for permanent recruitment and an Employment Business for temporary recruitment. For more information on our current temporary, contract and permanent positions please visit, like & follow us on Facebook, Twitter and LinkedIn.

Due to the high volume of applications we receive, it is not always possible to get back to you within 48 hours. However, your application will be reviewed by a consultant as quickly as possible and if you are shortlisted we will aim to call you within two working days.

If this role isn't right for you but you know somebody who would be suitable why not let us know and earn real money? We gift generously for referrals which are successful. Please check out our website for more details and our terms and conditions https://www.ascendantrecruitment.co.uk/refer-and-earn

If you do not receive a call please do not be despondent. Typically only one candidate can be successful per role! Please apply for any future roles in the same way. Good luck

 
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