Contact Centre Development Specialist - Perm - Berkshire

Contact Centre Development Specialist - Permanent - Berkshire

The Contact Centre Development Specialist role delivers real time insight to the contact centre delivery team enabling the creation and execution of longer term business cases. You will be responsible for assessing the financial and customer benefit of making transformational changes. So strong influencing and relationship skills are essential.

You will be tasked with identifying and analysing areas of opportunities that can become high impact initiatives to continuously improve the standard of service from our contact centres. The dimensions are across large scale improvements to our customer experience, employee experience or cost structure and help deliver on the 5 year channel strategy.

The role provides the Contact Centre Development team with timely, accurate and actionable insight based on qualitative and quantitative assessment of data and customer feedback.

The insight should enable:

• creation of plans,
• production of business cases
• assessing the financial and customer benefit of making transformational changes

The role reports to the Head of Contact Centre Development and has no direct reports but works alongside another peer and 3 other Contact Centre Development Managers, so excellent communication and engagement skills are a must.

If this role sounds right for you, apply today or send your CV directly to Eva.Graf@projectpeople.com

Contact Centre Development Specialist - Permanent - Berkshire

Project People is acting as an Employment Agency in relation to this vacancy.