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Change Manager

2 months ago

Glasgow, United Kingdom Project People Full time

This is a great role for a Change Manager working for a high profile company where the key objective is to design and deliver a customer experience/cultural programme that will improve all interactions both oral and written between front-line agents in India an UK Customers

The role will work closely with stakeholders from across the business, including Engagement and People Capability, Learning & Development, Offshore Outsource Partners, Quality and Compliance Teams.

You will also be managing Third party contractors, outsource partners and UK stakeholders to create and deliver a training plan across c4,000 colleagues to completely transform how they interact with the customer.

What experience is needed:

  • Experience of delivering change initiatives specific to training, quality and communications
  • Strong stakeholder management skills with the ability to collaborate with multiple stakeholders including contact centre partners overseas
  • Ideally strong experience in contact centre operations across both webchat and voice
  • Any telecoms experience would also be a bonus