Transformation Manager

3 days ago


Glasgow, Glasgow City, United Kingdom Project People Full time
Job Overview

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 enhance all interactions between front-line agents and customers.

The successful candidate 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 be responsible for managing 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.

Key Responsibilities:

  • Design and deliver a customer experience and cultural program to improve interactions between front-line agents and customers.
  • Work closely with stakeholders to ensure successful program implementation.
  • Manage third-party contractors, outsource partners, and UK stakeholders to create and deliver a training plan.
  • Develop and implement process improvements to enhance customer experience and cultural program.

Requirements:

  • Experience in 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.
  • Any telecoms experience would be a bonus.


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