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Transformation Manager

2 months ago

Glasgow, United Kingdom Project People Full time

Job Summary: We are seeking a skilled Transformation Manager to join our team at Project People. As a key member of our organization, you will be responsible for designing and delivering a customer experience and cultural program that will improve all interactions between front-line agents and customers.

Key Responsibilities:

  • Collaborate with stakeholders from across the business, including Engagement and People Capability, Learning & Development, Offshore Outsource Partners, Quality and Compliance Teams.
  • Manage Third party contractors, outsource partners, and UK stakeholders to create and deliver a training plan across 4,000 colleagues to transform how they interact with the customer.
  • Develop and implement change initiatives specific to training, quality, and communications.
  • Build strong stakeholder management skills with the ability to collaborate with multiple stakeholders, including contact centre partners overseas.
  • Utilize strong experience in contact centre operations across both webchat and voice, as well as telecoms experience, to drive business results.

Requirements:

  • Experience of delivering change initiatives specific to training, quality, and communications.
  • Strong stakeholder management skills with the ability to collaborate with multiple stakeholders.
  • Ideal experience in contact centre operations across both webchat and voice.
  • Telecoms experience is a bonus.