Contact Centre Outsource Manager

Job Title: Contact Centre Outsource Manager

Salary: £43,000 - £47,000

Location: Chiswell Court, Dunstable

We are looking for a Contact Centre Outsource Manager who will lead the relationships with our outsource partner to achieve all agreed objectives and KPIs across contact answer rates, speed to answer, sales and upsell rates, and guest satisfaction while ensuring we are continually reducing our cost to serve and managing/mitigating risk.

Why you’ll love it here

• Healthcare: BUPA healthcare
• Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our restaurant brands
• Bonus: Up to 10% company performance-related bonus

Check out all our benefits here: https://www.whitbreadcareers.com/about-us/benefits/

What you’ll do

You’ll be working across multiple functions, serving as the focal point to ensure the teams are equipped with information, skills, and knowledge to serve our guests brilliantly while using feedback and insight from our guest contact to improve our end-to-end service.

What we need

• Experience in leading contact centre operations or outsource relationships in a contact centre environment, ensuring the delivery of agreed KPIs and objectives including revenue, upsell, guest satisfaction, compliance, and cost to serve.
• Skilled in building relationships and collaborating to maximise results, working with the outsource partner to leverage the benefits of technology and process improvements.
• Experience in facilitating cross-functional collaboration to align goals and outcomes, ensuring seamless working between in-house and outsource partner functions (e.g., forecasting, scheduling, quality, training, audit/risk, change, continuous improvement, business continuity).

Be part of our Contact Centre team at Whitbread

From the moment you enter, you feel the energy, pace, and excitement. These are the people finding the right solutions and delivering smiles far and wide, from our loyal brand supporters to Whitbread newbies. Giving our Premier Inn guests the experience they deserve is what we stand for here. Join an environment that keeps on giving, with opportunities to take your career in new directions with our backing. Influence the future of our customer service operation as we enter new areas and locations across the globe.