Job Ref: 214260055

Date: 2021-07-22 11:03:06

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Our Client is looking to source an experienced Contact Centre Project Manager with a strong experience in end to end delivery based preferably in commuting distance of the Buckinghamshire area. 

The Role:
 
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 Officer 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
Carry out additional duties as requested by management to meet business requirement 
Qualifications, Skills & Experience: 

Previous Contact Centre leadership experience essential
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

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