1 to 3 of 3 Permanent Customer Experience Jobs in Derby

Planning activities, providing expert knowledge on working time directives, scheduling best practices, and efficiency opportunities. Administer and optimise Workforce Management tools (including NICE and CX One), providing training and support to colleagues. Support scenario modelling, mitigation planning, and schedule creation during the Tactical Planning window. Contribute to the wider Resource … Planning Cycle by representing tactical planning opportunities and ensuring an aligned cycle of service. Experience and Qualifications Essential Experience working with Workforce Management (WFM) systems, preferably NICE. Strong negotiating skills with an ability to influence stakeholders. Experience working in a contact centre environment and understanding the Multi … Channel Resource Planning Cycle. Proficiency in Excel, with the ability to analyse large volumes of data. Experience in contact centre planning. Preferable Experience working in a digital environment (social media, web chat, email) alongside inbound/outbound calls. Advanced PC and MS Office skills. Experience with change more »

Quality Commission, our aim is to be the best employer and provider of NHS 111 services in the country, consistently offering excellent performance and customer service. Job Overview We are seeking an experienced Tactical Planning Lead to join our team. Reporting to the Tactical Planning Manager, you will lead … of Tactical Planning analysts, offering side-by-side and one-on-one coaching. Provide expert knowledge on WFM tools, including NICE IEX and NICE CX One, for administration, optimisation, and training. Create and manage tactical plans to achieve maximum performance in response to planned and unplanned events. Contribute to the … scheduling and tactical planning opportunities, processes, and opinions. Experience and Qualifications Essential Expert experience in WFM systems administration and development (IEX or CX One). Strong knowledge of IVRs and Call routing. Significant experience in contact centre planning and multi-channel resource planning cycles. Awareness of tactical more »

Role Overview: The Head of Digital will play a critical role in shaping and executing the digital strategy to enhance customer experience, streamline operations and drive business growth. This leadership position requires a strategic thinker with a strong background in all digital channels. This is a business critical … office. Key Responsibilities: Develop and implement a comprehensive digital strategy aligned with the organisation's goals and objectives Lead digital transformation initiatives to improve customer engagement, efficiency and service delivery Manage the UX team to oversee the design, development, and maintenance of digital platforms, including websites, mobile apps, and … customer portals. Lead and develop the digital team, fostering a culture of collaboration and continuous learning Ensure data security and comply with regulators Stay abreast of emerging technology and industry trends Qualifications and skills: Experience in a senior digital leadership roles in a regulated environment Strong knowledge of more »