Project Manager (Contact Centre)

Project Manager (Contact Centre experience)
Leeds
3 months

The overall objective of the Contact Centre Project Manager role, is for the successful Contact Centre Project Manager to come in, and help define a quality framework manual, from initial contact with the customer (tone of voice, way of handling complaints etc) to Back Office completion. To help document processes and improve these processes. The timescale for this project will be 3 months, with the option of extending for 1 month if needed.

The ideal Contact Centre Project Manager will bring experience from high volumes service/multi-channel contact centre environments ideally in a quality assured commercial environment and be able to demonstrate experience of successfully managing change; delivering business process mapping and redesign; managing internal and external stakeholders within a high profile environment; making demonstrable service improvement in a contact centre environment with time and cost constraints; contact centre performance optimisation through development and delivery of bespoke or off the shelf tools for resource management, demand forecasting and capacity planning.

The Contact Centre Project Manager will need to have previous experience working in a commercial contact centre or large public sector contact centre.

Essential Experience for the Contact Centre Project Manager role:

* Contact Centre Technologies including CRM.
* Excel
* Commercial Contact centre experience, or Large Public Sector experience

Desirable Experience for the Contact Centre Project Manager role:

* LEAN experience
* Resource Modelling
* Agile/Prince 2

Key tasks and deliverables of the Contact Centre Project Manager role:

* Developing a resource modelling tool to support demand forecasting and capacity planning;
* Processing mapping and supporting development of a quality manual;
* Developing and supporting the implementation of a quality assurance framework;
* Refining our reporting dashboard to support performance management;
* Supporting development and implementation of a Customer relationship management system including business analysis, configuration and supporting implementation.

If you have the above Contact Centre Project Manager experience for this role please submit your CV for consideration.