Transformation Manager
5 days ago
Job Title: Transformation Manager
About the Role:
We are seeking a highly 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:
- Work closely 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.
- Collaborate with multiple stakeholders, including contact centre partners overseas, to ensure successful project delivery.
- Utilize strong stakeholder management skills to drive project success and achieve business objectives.
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.
- Any telecoms experience would be a bonus.
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