My client is looking for a Senior Optimisation Manager. The Operations Optimisation team have three key areas of focus on behalf of Operations; to drive contact reduction, improve contact efficiency and enhance the customer experience. The Senior Optimisation Manager will drive the identification, planning and delivery of initiatives across the business, to help Operations to deliver these objectives.
The successful candidate will bring a wealth of experience delivering technological changes and has the ability to manage multiple change initiatives concurrently, demonstrating an effective analytical approach to bring insight and data together when creating solutions.
What will you be doing day-to-day?
•Have a clear understanding of what is causing pain for customers or Contact Centre and propose changes which improve customer experience and increase self-service.
•Responsible for the identification, assessment, prioritisation, and delivery of opportunities.
•Working in strong partnership with the senior managers of other business areas and technical channel leads including telephony, automation, digital servicing, collections, commercial, legal, and marketing.
•Inform strategic direction by identifying gaps, areas of focus and where the market and competitors are moving with technological advancements.
•Support team members and wider team, acting as a role model and mentor.
Skills & Experience
•Work with external companies to identify innovative solutions for the customers.
•Experience of identification and implementation of process, journey, and strategic improvements
•Outstanding interpersonal skills with experience managing and working within budgets and time-pressured environments.
•Programme and project leadership experience, including technical or digital changes.
•Focused on business value and customer needs, with the insight to articulate what success looks like, why it looks like that and how to measure it.
•Working knowledge of operational technologies and enablers.
•Analytical skills – needs to prove they understand how to identify opportunities using data trends and patterns.
Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately, your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.
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