Job Ref: 214583662

Date: 2021-09-06 09:51:15

Apply Now

Our long established and successful contact centre have an immediate vacancy for a Contact Centre Project Manager. The role will be on a 12 month Fixed Term Contract.

The Job:

The Contact Centre Project Lead is responsible for the management of new and ongoing projects that impact the Contact Centre, directly or indirectly. To lead on all Contact Centre owned projects and represent the Contact Centre in all other projects. Reporting back to the Contact Centre Management Team and co-ordinating with the Training Team to ensure implementation is smooth and streamlined

Main Responsibilities & Duties:

• Lead on all projects that sit within the Contact Centre remit

• Represent the Contact Centre in all other business projects

• Co-ordinate training & briefings in regards to all projects

• Liaise with Planning & Training teams to ensure smooth delivery without impacting service levels

• Manage implementation process of all projects impacting the Contact Centre teams

• Own the ongoing recruitment project for the team

• Work alongside HR in all recruitment matters

• On-going management of the ‘suggestions tracker’ ensuring feedback is shared at all times

• Identify and work to implement process and IT efficiencies in the Contact Centre through a culture of continuous improvement.

• Be fully conversant and ensure all company and departmental policies, procedures and standards are adhered too at all times.

• Carry out additional duties requested by a member of the management team, as the requirements of the business demand.

• Attend training, meetings and company events.

• To comply with Health and Safety policies and procedures.

N.B: This job description is designed to outline a range of main duties and responsibilities that may be encountered. It is not designed to be an exhaustive list of tasks and can be varied in consultation with the post holder in order to reflect major changes in the job role or within the organisation.

Qualifications, Skills & Experience:

• Previous Contact Centre leadership experience desirable

• Excellent organisational skills

• Be able to effectively communicate at all levels within the business and liaise with stakeholders to resolve issues

• Ability to priorities workloads and use their own initiative

• Ability to work independently or as part of a team

• Ability to work under pressure and to tight deadlines

• Ability to work to agreed performance targets

• Versatile, with the ability to adapt quickly to the changing needs of a rapidly developing business.

• Demonstrate flexibility regarding working hours in order to meet business needs

This will be a hybrid role with 3 days in the office and 2 at home.

Please send your cv to Adrian Browning at Executive Sales Recruitment

Apply Now