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Contact Centre Delivery Lead

arvato UK
Job LocationSlough
EducationNot Mentioned
Salary£60,000 - £65,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract, full-time

Job Description

PURPOSE AND SCOPEThe role is a hands on’ role and responsible for leading on operational delivery for key contact centre transformation IT projects to ensure successful transition into the operation.The role is expected to lead the Contact Centre logistics and work closely with IT programme leads and the operational teams to support & successfully on-board/transition the new products which include a new ACD/customer management platform and new WFM solution.KEY RESPONSIBILITIES / ACTIVITIES:The job holder will be responsible for:

  • Will be responsible for the operational interface/relationship for the overall programme.
  • Will work with key operational teams to ensure requirements/logistics and project risks for the operation are highlighted and managed accordingly.
  • Will be responsible for creating /maintaining and delivering the operational logistics plans, feeding into the wider programme plan to ensure successful delivery and embedding of the platforms.
  • Will be a key focal point for the operational teams and represent Operations at both project meetings and project board meetings as part of the wider delivery.
  • Will work with operational teams to identify suitable resources to support product testing and training needs.
  • Will need to successfully navigate challenges to ensure on time delivery for programme milestones.
  • Translate the programme level information through a contact centre/operational lens
  • Will be hands on & Will work across multiple operational teams including WFP/ CC Ops/ Mi & IT teams to successfully coordinate and deliver the programme.
    • KEY OUTPUTS
  • Successful transition/delivery of 2 key operational platforms - a New customer interaction system & WFM.
  • Operational delivery plan & tracking which supports/compliments the overall programme plan.
  • 2 successfully installed platforms that are actively working in the operation & that operational stakeholders are confident with the platform usage & their overall integration.
  • Through stakeholder management provide ongoing visibility to risks of the project from an operational lens and ongoing development/progress.
  • Successful coordination of operational resources to deliver against the programme milestones
    • KEY PERFORMANCE INDICATORS
  • Regular stakeholder management outputs to reflect development of progress/delivery and risks for the operation.
  • Continued progress against the overall delivery milestones of the programme.
  • Well informed and high confidence levels within the operational stakeholder groups and IT programme teams that the project is delivering as expected and is controlled.
    • REPORTING STRUCTURE
  • The role will report to the Director / Head of Client Relations/Key Operational Account Director.
    • Qualifications/ Skills / KNOWLEDGE AND Experience:QUALIFICATIONS & SKILLS
  • Ideally educated to degree level
  • Relevant project and programme management quantification. - PRINCE/AGILE Methodology/Waterfall
  • Strong history of delivering/transitioning new IT/Customer interaction platforms into a contact centre operation.
  • Possess deep understanding of contact centre logistics and process.
  • Well versed with managing multiple internal stakeholders/ multi-level and leading on prioritisation decisions with the ability to negotiate and achieve outcomes.
  • Solid communication skills with ability to translate technical information to non-technical audience.
  • Strong stakeholder management skills with excellent planning and organisational skills
  • Confident at working with leaders of all levels in the organisation
  • Ability to build and deliver a plan to ensure success and operational confidence.
  • Possesses awareness & technical knowledge of IT platforms to support and engage in programme conversation to provide the operational view.
    • KNOWLEDGE & EXPERIENCE
  • Experience of working with Workforce management solutions & Contact centre ACD solutions - example NICE WFM / Genesys Cloud.
  • Has proven knowledge/experience of deploying customer interactions systems into a contact centre environment- eg Genesys Cloud and has knowledge/awareness of navigating and managing of the operational logistics that need to be completed to ensure success.
  • Has successfully built/managed operational plans to compliment delivery of similar/same technical solutions.
  • Proven operational leader with a strong track record of similar activity.
  • Experience of managing contact centre operations or workforce management functions within contact centre operations
  • Proven ability to encourage and develop teamwork across groups within a matrix organisation
  • Ability to work under pressure with a sense of urgency to work in a deadline driven environment
  • Leads from the front in exhibiting a customer centric approach to business in all dealings with customers, peers, staff and suppliers.
  • A great trouble shooter, excellent problem solving capability, with the ability to use own initiative, think tactically and creatively in decision making Excellent communication, influencing and negotiating skills, both written and verbal

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