[Hiring] Contact Centre Operations Lead @Capita

Role Description

The Contact Centre Operational Lead will be responsible for designing, mobilising and operating the Contact Centre as a core enabling capability across the BPS service model.

• Owns the design, mobilisation and ongoing operation of the Contact Centre operating model.
• Leads the development of the Contact Centre service blueprint, high-level and detailed operating model.
• Defines how the Contact Centre will operate across voice, email, chat, service requests, virtual agents, automation-enabled journeys and assisted channels, ensuring a consistent experience for users and advisors.
• Works with technical, integration and operational teams to ensure the Contact Centre aligns with the Capita contact centre capability.
• Leads client, SI, Hub, third-party and internal workshops to agree operational scope, channel responsibilities, resolver ownership, routing assumptions, dependencies, risks and decisions required to establish a coherent end-to-end service.
• Owns operational readiness for the Contact Centre, including training input, knowledge requirements, schedule alignment, cutover preparation, dress rehearsals, service acceptance, hypercare planning and transition issue resolution.
• Establishes operational controls for the live Contact Centre, including queue visibility, demand and capacity management, quality monitoring, performance reporting, CSAT and user feedback, SLA/KPI tracking and continuous improvement routines.

Qualifications

• Extensive experience leading live Contact Centre, contact centre or shared service operations in a complex, multi-channel environment, 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 of 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.
• Able 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, with the 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.
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more.
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.

Company Description

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.