Contact Centre Project Manager
|Job Title:||Contact Centre Project Manager|
|Location:||Amsterdam, North Holland|
|Salary:||€700 - €750 per day|
|Contact Name:||Mark Crorkin|
|Job Published:||August 08, 2016 09:24|
My client is looking for to build a next generation contact centre supporting their customer in the entertainment and broadcast industry across multiple countries by optimising contact channels and simplify Contact Centre Technology and operations using strategic outsourced operations partner, customer self-service and enhance cross-channel customer experience.
The business environment is challenging with a large number of con-current work streams, fast paced environment with changing business priorities in a matrix management environment with most members of delivery teams not under the direct control of delivery managers. You'll be working across a large number of teams, VPs, and managers to work both in country and within the local operating countries in an English speaking environment.
Ensure that appropriate targets and milestone dates are set for the speed and quality of transition and manage the activities to achieve those targets
Provide customer experience domain expertise input to key activities and deliverables e.g. business cases, cost and benefit estimates, program plans, identification and mitigation of risk
Operate and comply with the organisations governance processes
Completion of deliverables required for each migration
Change requests - including impact on time, budget, and quality
Updating and refining business cases for costs and benefits
Timely updates of status, changes and other data on to the systems used for reporting and tracking
You will have 5 years plus as an experience Project manager and have experience of complex contact centre projects and programmes ideally covering multiple sites in multiple countries.
You will be experience of working in a matrix management environment as well as managing shared and borrowed resources.
Other skills and experience required include:
Customer centric delivery management skills. Comprehensive and strong skills in project and program management
Effective written and verbal communication skills are needed, as well as experience in communicating, persuading, and influencing at senior stakeholder level
Self-motivated and proactive in the working environment
Demonstrates the gravitas and courage needed to build relationships and convey authority in order to resolve conflicts and maintain direction
Fluent English speaker, ideally with other European languages
At ease and effective in operating in an international working environment
Ability to keep teams focused on delivery outcomes in order to meet deadlines with quality
Strong enough commercial skills and experience to be able to develop and challenge costs and benefits in business cases
Strong resource management, financial management, and budget management skills
Vendor management. Shows experience and skills in selection of vendors, developing risk based commercial frameworks, managing and monitoring vendors, and vendor relationship management
Knowledge of and experience in operating governance processes
Provide Customer experience expertise input to key activities and deliverables e.g. business cases, cost and benefit estimates, program plans, identification and mitigation of risk
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