Contact Centre
3 weeks ago
Full time
Categories: Customer Support, Central Support
Business Area: Halfords Support Centre
We are looking for a Contact Centre Project Manager to work as part of our Transformation team. You will represent contact centre interests in business wide projects where we are a key stakeholder, and manage Contact Centre projects and change. You will be responsible for defining requirements and scope, engaging stakeholders and identifying risk.
Lead delivery of large Contact Centre initiated projects
Represent Contact Centre in business-wide projects where we are a key stakeholder, ensuring scope / delivery aligns with our strategy
Manage risks and issues, escalating as appropriate
Produce and maintain project plans and critical paths, providing required reporting, including RAG project status reports
Clearly and concisely communicate project progress and status to stakeholders
Work with Transformation & Digital Experience Lead to support project tracking, budget adherence and milestone management
End-to-end project delivery, ensuring adequate documentation, testing, PIR’s and stakeholder sign-off
Understand commercial drivers and strategy to ensure appropriate project prioritisation
Proven track record of successfully delivering projects (or workstreams) to timeline and cost
Experience of working in a variety of projects simultaneously
Proven people and stakeholder management skills at all levels of the organisation
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