Contact Centre Operations Lead

🔥 15 hours ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

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Capita

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

💼 Consulting

🏥 Healthcare

🛡️ Insurance

💰 Seed Round on 2018-01

Consulting • Healthcare • Insurance

Capita is a business focused on providing essential internet services related to the management of cookies on websites. Although the text is primarily informational about cookies and their legal implications within the EU, Capita likely deals with compliance and privacy policies to help businesses adhere to regulations, ensuring effective data management and user experience online.

📋 Description

• Design, mobilise and operate the Contact Centre as a core enabling capability across the BPS service model • Own the Contact Centre operating model design, mobilisation and ongoing operation • Lead development of the Contact Centre service blueprint and high-level and detailed operating model • Define Contact Centre operations across voice, email, chat, service requests, virtual agents, automation-enabled journeys and assisted channels • Ensure a consistent experience for users and advisors • Work with technical, integration and operational teams to align the Contact Centre with Capita’s contact centre capability • Lead client, SI, Hub, third-party and internal workshops to agree operational scope, channel responsibilities, resolver ownership, routing assumptions, dependencies, risks and required decisions • Own operational readiness, including training input, knowledge requirements, schedule alignment, cutover preparation, dress rehearsals, service acceptance, hypercare planning and transition issue resolution • Establish live Contact Centre operational controls, including queue visibility, demand and capacity management, quality monitoring, performance reporting, CSAT and user feedback, SLA/KPI tracking and continuous improvement routines

🎯 Requirements

• Extensive experience leading live Contact Centre, contact centre or shared service operations in a complex, multi-channel environment • Experience ideally supporting public sector or large-scale business process services • Strong experience designing and operating service models across people, process, technology, data, knowledge, quality, reporting, workforce management and governance • Proven ability to mobilise and stabilise new or transitioning services, including cutover planning, operational readiness, hypercare, defect and issue management, and continuous improvement after go-live • Experience managing omnichannel service delivery, including voice, email, chat, service request handling, virtual agents, assisted channels and escalation to specialist resolver groups • Strong understanding of Contact Centre performance management, including queue management, demand forecasting, resource planning, quality monitoring, CSAT, user feedback, SLA/KPI management and service improvement • Ability to work with technical and operational teams to translate solution capability into workable operating procedures, integration requirements, hand-offs, controls and live service behaviours • Experience working with ERP, CRM, contact centre, workflow, reporting and knowledge management platforms • Ability to ensure operational processes remain aligned to system capability

🏖️ Benefits

• A competitive basic salary • Work from home • 23 days’ holiday (rising to 27) with the opportunity to buy extra leave • A paid day out of the office for volunteering with charity partners or a chosen cause • Auto-enrolment to the company pension • Life assurance • Cycle2work scheme • 15 weeks’ fully paid maternity, adoption and shared parental leave • Two weeks’ paternity pay • Voluntary benefits including retail and socialising discounts, health and wellbeing, travel and technology benefits • Access to Employee Network Groups • Career growth and professional development opportunities