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Contact Centre Development Consultant

Job Title: Contact Centre Development Consultant
Contract Type: Permanent
Location: Glasgow, Scotland
Salary: Negotiable
Start Date: ASAP
Duration: 6
REF: Ja - CDC - 01_1499182667
Contact Name: John Anakwenze
Contact Email:
Job Published: 12 months ago

Job Description

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.

Role Purpose:

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.

Key experience:

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.