Senior CX & Contact Center Leader - 80+ Agents

Frey Consulting Group seeks a senior leader to run a large customer operations function in Greater Manchester. The role heads an 80+ seat contact centre with in-house and outsourced teams, driving performance, cost to serve and customer experience in a high-volume retail environment.

You will report to the Customer Experience Director, build a culture of coaching and accountability, and oversee outsourcing relationships, forecasting, scheduling and change initiatives across the operation.