Contact Centre Project Manager
Buckingham

About the Role

Our Client is looking to source an experienced Contact Centre Project Manager with a strong experience in end to end delivery based preferably in commuting distance of the Buckinghamshire area. 

The Role:
 
The Contact Centre Project Lead is responsible for the management of new and ongoing projects that impact the Contact Centre, directly or indirectly. To lead on all Contact Centre owned projects and represent the Contact Centre in all other projects. Reporting back to the Contact Centre Management Team and co-ordinating with the Training Team to ensure implementation is smooth and streamlined
 
Main Responsibilities & Duties: 

• Lead on all projects that sit within the Contact Centre remit
• Represent the Contact Centre in all other business projects
• Co-ordinate training & briefings in regards to all projects
• Liaise with Planning & Training teams to ensure smooth delivery without impacting service levels
• Manage implementation process of all projects impacting the Contact Centre teams
• Own the ongoing recruitment project for the team
• Work alongside HR Officer in all recruitment matters
• On-going management of the ‘suggestions tracker’ ensuring feedback is shared at all times
• Identify and work to implement process and IT efficiencies in the Contact Centre through a culture of continuous improvement
• Carry out additional duties as requested by management to meet business requirement

• Previous Contact Centre leadership experience essential
• Excellent organisational skills
• Be able to effectively communicate at all levels within the business and liaise with stakeholders to resolve issues
• Ability to priorities workloads and use their own initiative
• Ability to work independently or as part of a team
• Ability to work under pressure and to tight deadlines
• Ability to work to agreed performance targets
• Versatile, with the ability to adapt quickly to the changing needs of a rapidly developing business.
• Demonstrate flexibility regarding working hours in order to meet business needs