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Contact Centre Improvement Consultant - Permanent - Berkshire

Job Title: Contact Centre Improvement Consultant - Permanent - Berkshire
Contract Type: Permanent
Location: Berkshire, England
Salary: Negotiable
Start Date: ASAP
REF: PP/P/CCDC/FC_1499163738
Contact Name: Fred Cope
Contact Email:
Job Published: 12 months ago

Job Description

Contact Centre Improvement Consultant - Permanent - Berkshire

Contact Centre Improvement Consultant required by a leading telecoms company in Berkshire to develop Technology, Processes, and People within their contact centre operations. This role will require an end-to-end Contact Centre expert.

  • Looking at the newest technologies in Contact Centre operations, to maintain 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 customers an exceptional customer experience.

What we are looking for:

  • Contact Centre improvement/development experience from large-scale, customer-centric company background.
  • Experience developing business cases
  • Experience translating innovative blue-sky thinking into operational plans
  • Excellent engagement skills and an ability to present to senior management and Ground floor Operation teams alike.

Please apply via this site in the first instance or send a CV with covering note to

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