Contact Centre Outsource Manager - Houghton Regis

Job Title: Contact Centre Outsource Manager

Salary: £43,000 - £47,000

Location: Chiswell Court, Dunstable

We are looking for a Contact Centre Outsource Manager which 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 whilst ensuring we are continually reducing our cost to serve and managing/mitigating risk.

We're Whitbread the UK's largest hospitality business with over 1,200 hotels and restaurants across the UK but we're more than that. We're the 38,000 people who make everyday experiences special that delight over 5 million guests every month.

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:

What you'll do

You'll be working across multiple functions, you will be the focal point to ensure the teams are equipped with information, skills, and knowledge to serve our guests brilliantly whilst the feedback and insight from our guest contact are used to improve our end-to-end service.

What we need

Experience in leading contact centre operations or outsource relationships in a contact centre environment through leading the relationship with our outsource partner, to ensure the delivery 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 as you will be working with the outsource partner to ensure we are maximising the benefit of the technology, and process improvement they bring from their breadth of experience.

Experience in facilitating cross functional collaboration to align goals and outcomes as you will be leading the relationship and ensure there is seamless working between the inhouse 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 the smiles far and wide, from our loyal brand supporters right through to Whitbread newbies. Giving our Premier Inn guests the experience they deserve is what we stand for here. Join an environment that just 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.