Contact Centre Operations Lead
C
CapitaBusiness Process Services
United KingdomFull-TimeLead
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Required Skills
- Change ManagementCRM
Requirements
- Extensive experience leading live contact center or shared service operations.
- Experience working in complex, multi-channel environments.
- Knowledge of public sector or large-scale business process services.
- Strong experience designing and operating service models across people, process, and technology.
- Proven ability to mobilize and stabilize new or transitioning services.
- Experience with cutover planning, operational readiness, and hypercare management.
- Experience managing omnichannel delivery (voice, email, chat, service requests, virtual agents).
- Strong understanding of workforce management, demand forecasting, and resource planning.
- Proficiency with performance management, quality monitoring, and SLA/KPI tracking.
- Experience working with ERP, CRM, contact center, and knowledge management platforms.
Responsibilities
- Own the design, mobilisation and ongoing operation of the Contact Centre operating model.
- Lead the development of the Contact Centre service blueprint and operating model.
- Define operations across voice, email, chat, service requests, virtual agents, and automation-enabled journeys.
- Collaborate with technical and operational teams to align the Contact Centre with Capita capability.
- Facilitate workshops with clients, SIs, and internal teams to agree on operational scope, routing, and dependencies.
- Own operational readiness activities, including training, scheduling, cutover preparation, and hypercare planning.
- Establish operational controls for queue management, quality monitoring, performance reporting, and SLA/KPI tracking.
View Full Description & ApplyYou'll be redirected to the employer's site
