Contact Centre Operations Lead
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Job Description
Contact Centre Operations Lead designing and mobilising contact-centre services for Capita, an outsourcer running complex public- and private-sector business processes. Operating omnichannel delivery and live-service performance controls.
Responsibilities:
- 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
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