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Readiness Analyst - Retail Banking - Contact Centres

Eingestellt von Campion Willcocks Limited

Gesuchte Skills: Design, Support

Projektbeschreibung

ROLE - Ops Readiness Analyst

DURATION - 6 months

LOCATION - Teesside

JOB PURPOSE

- To deliver the successful implementation of business change and improvement into contact centres. 
- To deliver change that will improve processes, operating practices, and systems within the contact centres, ensuring the efficient and cost effective delivery of a world class customer experience.
- To deliver all change with minimal impact to the business, colleagues, and customers
- To deliver change projects that positively impact customer and employee satisfaction and support the vision of owning the world of simple payment

OPERATIONAL CHANGE DELIVERY

- Work with key stakeholders across the business and with suppliers (as appropriate) to ensure implementation of change, including new initiatives and products. 
- Serve as a point of reference for areas of the Business regarding specialist knowledge eg operational processes
- Review design changes arising from external sources and from stakeholders
- Examine proposed system, process, and procedural changes to determine impact on existing infrastructure and to identify potential synergies
- Project manage the implementation of projects and changes across the department, leading cross-functional work-streams where required
- Recommend potential improvements to management team using management information and data to support recommendations
- Conduct user acceptance testing as required
- Deliver timely and accurate business requirements and operational process and procedural design
- Recommend  improvements to the project and small change processes, owning recommendations and actioning as appropriate
- Raise change requests as needed to progress agreed changes to design
- Log, monitor and control Change Requests ensuring good stewardship and cost control.

TECHNICAL SKILLS/COMPETENCIES

- Communications - including presentations
- Technical competencies in project management
- Strong organizational skills
- Ability to problem solve
- Ability to extract, interpret, analyse and present data In order to inform decision making
- Ability to prioritise and manage multiple projects at one time
- Ability to work with minimal supervision
- Ability to influence colleagues and key stakeholders

KNOWLEDGE AND EXPERTISE

ESSENTIAL

- Basic understanding of the project life cycle and structured project management methodologies
- Basic understanding of change management processes in an operational environment
- Knowledge of call centre operations; basic understanding of supporting infrastructure
- Experience with Microsoft Office products
- Ability to effectively and concisely communicate key issues and ideas both verbally and in writing
- Ability to multi task, work to tight deadlines and demonstrate flexibility; ability to work under pressure without compromising customer experience
- Experience in managing multiple tasks and the ability to prioritise
- Experience working in a Contact Centre environment

PREFERRED

- Workshop facilitation experience
- Experience in using Microsoft Project Manager
- Good knowledge of Change Management Principles
- Six Sigma certification
- Good working knowledge of general IT applications, including Web server software

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Campion Willcocks Limited