Contact Centre Channel Lead

Are you a people person with experience in a Customer Contact Centre environment, looking for the next big challenge?

Want the opportunity to help design strategic plans and shape the ongoing improvement of Asda’s customer service proposition through our Ominchannel Customer Support team?

Your Role  

This position will lead on the changes required to optimise the channel mix within Omnichannel Customer Support. The Channel Mix Lead will support the Operating Model and Channel Optimisation Manager in thought leadership, analysis and developing the strategic direction of the channel mix, championing the digital first and self-serve ambitions.

You’ll be the ‘Product Owner’ of our Omnichannel support model, ensuring that the all data and inputs are accurate and outputs are analysed to drive the optimal channel mix for support interactions. You’ll be the acknowledged SME for Customer Support channel mix, identifying opportunities, creating business cases and scoping initiatives to drive support interactions through the optimal channels.

Take the lead or support on changes to our channel mix, ensuring that metrics to measure any change are well defined and tracked, whilst connecting with stakeholders from lines of business to educate on opportunities of channel mix development to support the Operating Model and Channel Optimisation Manager.

About You 

• Contact centre channel and metric knowledge essential as well as a contact centre technology understanding.
• Sound financial and commercial experience, particularly around data analysis and business case creation
• Contact centre deflection methods and calculations.
• Stay up to date with trends in the industry, looking for new and innovate ways we can transform the way we connect with our customers for better customer outcomes and increased efficiency
• Leading change and engaging stakeholders experience is also required

Work Where it Works.

Our hybrid way of working gives you the choice to work where it works. This enables you to chose where you’ll be the most effective. It offers a mix of working from home and in an office environment that works best for you and your team.

You will also get a benefit package including;- 

• Discretionary company bonus 
• Company pension up to 7% matched 
• 10% colleague discount, free parking and many additional rewards. 

We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves.