Project Manger Contact Centre

Project Manger Contact Centre

Job Title: Project Manger Contact Centre
Contract Type: Contract
Location: Amsterdam, North Holland
Salary: Negotiable
Start Date: ASAP
Reference: BBBH5433
Contact Name: David Lawrence
Contact Email:
Job Published: July 30, 2016 14:39

Job Description

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.
Role includes:
  • Migration Management
  • 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 with a focus on customer experience programmes in a fast moving and international environment where there are multiple countries to implement. Experience of customer experience focused programmes. You will be experience of working in a matric management environment as well as managing shared and borrowed resources/ Experience of managing International RFP strategies for Customer experience domain. 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

Base location is Amsterdam 5 days per week with occasional travel to other European offices so please only apply if you can commit to being onsite. You'll be joining some of the best consultants across Europe working one of the best work environment within a fast moving organisation in the entertainment and broadcast industry.