Contact Centre Programme Director

4 weeks ago


england, United Kingdom JSS Transform Full time

Contact Centre Programme Director Location: UK Wide Reporting to: Group Chief Transformation Officer Contract Type: 12+ months FTC Role Summary: A global logistics company is undertaking a bold transformation of its contact centre operations. We are seeking a visionary Project Director to lead this programme, overseeing the complete revamp of a 1,400-person operation. The goal: reduce the operational footprint by 50% within three years while doubling productivity , powered by AI, automation, and next-generation technologies . Key Responsibilities: Strategic Transformation Leadership: Design and deliver a future-ready contact centre model that integrates digital-first strategies, intelligent automation, and AI-driven customer engagement. Technology Enablement: Lead the implementation of cutting-edge solutions including: AI-powered virtual agents and chatbots Predictive analytics for demand and workforce planning Sentiment analysis and intelligent routing Robotic Process Automation (RPA) for repetitive tasks Cloud-based omnichannel platforms for seamless customer interaction Operational Restructuring: Redesign team structures, workflows, and service models to support a leaner, more agile operation. Performance & Productivity: Drive measurable improvements in efficiency, customer satisfaction, and employee engagement through smart tooling and data insights. Change Management & Workforce Evolution: Lead cultural and behavioural change, including reskilling programmes to support AI adoption and digital fluency across the workforce. Stakeholder Engagement: Collaborate with internal teams, technology partners, and executive leadership to ensure alignment and successful delivery. Governance & Reporting: Establish programme governance, track KPIs, and report progress to senior stakeholders and transformation sponsors. Required Experience & Skills: Proven experience leading large-scale contact centre transformation programmes. Deep understanding of AI, automation, and digital technologies in customer operations. Experience in logistics, retail, or large-scale service environments . Strong leadership and stakeholder management capabilities. Ability to manage complex, multi-year programmes with significant change impact. Desirable Qualifications: Degree in Business, Technology, or Operations. Certifications in Project Management (e.g., PMP, Prince2) and/or Agile delivery. Familiarity with platforms such as Salesforce, NICE, Genesys, Five9, or similar. Exposure to AI/ML tools (e.g., Azure AI, Google Cloud AI, OpenAI APIs).



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