Contact Centre Improvement Lead

2 Months contract with a Local Authority

Job Summary:

Ideally looking for someone with a contact centre background that can support the managers with daytoday operations and support with the improvement programme we have underway.

Need someone who can oversee the day to day and embed IT change with the workforce rather than build a new system.

Need someone who can dothedoing rather than redesign the programme.

Key Duties/Accountabilities:

To strategically manage and develop a professional service area ensuring that the delivery of the service meets all Council professional and legislative requirements.

The areas of operational responsibility include:

Corporate Contact Centre including telephony systems and channel shift o Workforce planning and performance management

Quality assurance and system and service development

Delivery of Resident Experience Programme work streams

To act as a lead operational interface with the wider leadership team building positive and effective relationships across the organisation at all levels.

To ensure the effective handling of enquires and complaints received by service via all means of communication including the oversight of office systems.

To work with a high degree of autonomy and initiative independently providing reporting briefings research complex drafting special projects and the production of internal and external facing presentations.

The post holder will be expected to make a significant contribution to the effective delivery of services and delivery of the key corporate objectives to improve resident experience.

Plan and ensure service delivery within a diverse environment. Control activities within the service area and ensure professional standards are delivered.

Advise Senior Managers Members and others on issues relevant to the service area. Provide professional challenge and advice to colleagues managers and partner organisations

Ensure the development and delivery of continuous improvements in all aspects of the service

Lead motivate and develop staff to create and maintain a highly competent and participative workforce

Identify secure deploy and manage the resources necessary for the service area to meet/exceed its objectives

Prepare and present a full range of reports covering area of responsibility and give evidencebased recommendations for improvement

Ensure the successful implement of health and safety legislation policies and practices

Essential Experience Required:

Experience with Contact Centre operations service delivery telephony systems CRM and complaint systems is essential.

Previous experience of working in a similar role is essential.

Experience working with Microsoft Dynamics is essential.

Essential Qualification Required:

Relevant professional level Qualification/Certification is essential.

Additional information to note:

Working hours: 36 hours per week.

The closing date for the position is 19^th May 2024.