Contact Centre Quality & Change Manager - Global Business Services – Contact Centre

About the role;

Asda is part of the Wal-Mart family – the largest retailer in the world. Here in the UK we’re one of the ‘Big 4’ supermarkets and renowned for our ‘Every Day Low Prices’ and ‘Asda Personality’.

Our Contact Centre business is constantly evolving, and the only constant is change itself! We have teams at our head offices in Leeds, our Global Business Services Centre in Morley. We also manage various Partner sites across the UK and our international overseas off-shore partner. The teams provide support for customer contacts both for Stores and our On-Line propositions.

Our Contact Centre is a welcoming and supportive environment, designed to make the customer journey easy, fast and friendly. Our colleagues are our point of difference. Whilst at times this is a demanding & fast paced area of the business, it is equally extremely rewarding and we can make a real difference to the experience received by our customers.

This position is responsible for the operational strategic delivery of customer satisfaction and retention. Ensuring that we maximise the resources available whilst identifying process efficiencies, areas of improvement and better ways of working within Global Shared Services.

The Ins and Outs; Developing and reviewing performance metrics and delivery against SLAs to identify opportunities for improvement.Communicating and consulting with business partners, managers, and co-workers; implementing action plans for improving efficiency and evaluating their effectiveness.Ensuring compliance and procedural policies are adhered to, to improve control and financial accuracy and remediation of any issues for areas of responsibility.Executes strategic initiatives and process improvement by collaborating with cross-functional teams to deliver change.Setting the direction and translating this into day to day process delivery.Communication of the business cases to key stakeholders.Effectively leading a team in order to meet its goals; maintaining alignment of goals and objectives.Building accountability for and measuring progress in achieving results.What you’ll need;Previous experience in a fast paced contact centre is essentialLeadership, people and quality management experienceA great team player, willing to create a positive and fun culture whilst having the ability to drive and improve individual colleague performances as well as the overall team’s performanceDemonstrates strategic thinking and the ability to evaluate current processes and identify efficiencies and improvement opportunitiesStrong analytical skills resulting in clear conclusions and informed decisionsAble to deliver and execute direction to get resultsAble to communicate at a senior level with diplomacy, credibility and confidenceAble to work at cross functional operational levelsStrong pride in ensuring we adhere to Asda’s ethics and compliance policies and procedures3rd Party / Vendor management experience