Contact centre experience is required along with project management skills and developing business cases along with translating innovative blue sky thinking into operational plans. The position can be based out of Scotland or the South East. The role will involve investigating the newest technologies in contact centre operations to ensure this company remain cutting edge and optimise customer experience. Working for a leading telecommunications company who are focusing on large scale improvements to process, in order to continue to improve and deliver an exceptional customer experience. The role will report directly into the Head of Contact Centre Development.
About the role:
As the Contact Centre Development Consultant you will be tasked with creating strategic initiatives that continuously improve the standard of service within contact centres. The focus is on large scale improvements to the process in order to improve customer experience and employee experience. The role is accountable for delivering the shift in the contact centres through large scale investment beyond BAU finance that delivers against a 5 year channel strategy. The Contact Centre Development Consultant role is critical to ensuring business objectives are met through optimising the customer, people and commercial outcomes. As a result, you must be able to demonstrate success in a wide range of KPIs.
Brief Outline Of responsibilities:
- 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)
- Evangelising for the Contact Centre across the business
If this position is of interest please send your CV or contact Amanda Cager on 01189 285550.
Project People is acting as an Employment Agency in relation to this vacancy.