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Product Manager
1 month ago
Product Manager Contract
Required:
10th March start
12-24 month Contract
Up to £450 Inside IR35
3-4 days a week in office in Manchester
No Visa sponsorship available
Contact Centre Modernisation Programme (Gov experience)
Experience and Skills:
- Extensive Contact Centre Knowledge: Proven experience with contact centre operations and solutions, including technologies like Natural Language Call Steering, Call Recording, Work Force Management, Call Transcription, and Call Alerting1.
- Product Management Expertise: Strong background in product management concepts, prioritization techniques, and design methodologies, preferably in an agile delivery environment1.
- Large-Scale Project Experience: Previous involvement in large-scale contact centre migrations
- Stakeholder Management: Demonstrated ability to build and maintain relationships with executive sponsors and wider business teams1.
- Waterfall methodologies
- Communication: Excellent communication skills at all levels, with the ability to influence, negotiate, and make effective decisions1.
Role Overview:
We are seeking an experienced Product Manager to lead the product vision and strategy for our Contact Centre Modernisation Programme. This role will be crucial in driving the transition from Discovery to Alpha phase and ensuring the successful delivery of product objectives.
Key Responsibilities:
- Product Vision and Strategy: Develop and maintain the product vision for the next-generation contact centre solution1.
- Roadmap Development: Create and manage the product roadmap, aligning it with business objectives and customer needs3.
- Stakeholder Collaboration: Work closely with business and contact centre stakeholders across all functions to achieve shared objectives1.
- Change Management: Lead the change management process for voice and contact centre solutions, from requirements gathering through to implementation1.
- Vendor Selection: Oversee the Request For Proposal (RFP) process and vendor selection for the migration to a cloud contact centre solution1.
- Business Case Development: Lead the development of business cases for new product initiatives1.
- Team Leadership: Provide management and guidance to Product Owners and team members within the Contact Centre Solutions area1.
This role offers an exciting opportunity to shape the future of our contact centre capabilities, improving both customer and agent experiences. The successful candidate will play a pivotal role in modernizing our service delivery infrastructure and driving innovation in customer engagement.
