Fantastic Permanent opportunity open for a Contact Centre Development Consultant with experience of Developing Business Cases and experience in translating innovative blue-sky thinking into operational plans to come on-board and work for a vibrant reputable telecommunications company based in either Glasgow or Maidenhead. Competitive Salary on offer as well as benefits.
The Contact Centre Development Consultant is tasked with the creating of and driving high impact initiatives that continuously improve the standard of service from the client's contact centres. The dimensions are across large scale improvements to the clients customer experience, employee experience or cost structure.
Contact Centre background (Telco not required)
Experience developing business cases
Experience translating innovative blue-sky thinking into operational plans
Project Management experience (this isn't a PM role, but these skills will be required)
Excellent engagement skills and an ability to present to Senior management and Ground floor Ops teams.
This is a strategic leadership role which involve:
Looking at the newest technologies in Contact Centre operations, to keep the client at the cutting edge, and optimum customer experience.
Liaising with Contact Centre technology vendors, and managing new technology introduction from concept, through business case, design and hand-over to implementation and BAU operations teams.
Transitioning and Transforming the Contact Centre into the digital age (e.g. optimising Web Chat, Self-service, etc…)
Evangelising for the Contact Centre across the business
Improving the Contact Centre channel to offer the clients customers an exceptional customer experience.
Project People is acting as an Employment Agency in relation to this vacancy.