Contact Centre Project Manager

1 week ago

Southampton, United Kingdom Carnival UK Full time

The Contact Centre Project Manager is an exciting role as we embark on a large-scale transformation programme which will include deliverables across technology, people & processes.

The aim of the programme is to transform the sales and service experience for guests, travel agents and advisors.

The programme has sponsorship at executive level and will be delivered in partnership with a 3rd party consultancy who will help design and roadmap the CCO’s 'future state’.
- The role of the contact centre Project Manager is key to the successful delivery and execution of the overall programme and deliverables.
- You will have accountability of managing the programme, time and resources and in particular, ensuring the CCO leadership team can participate without impacting the day-to-day running of the CCO.
- Th role is to ensure the programme deliverables are attained on time and within budget. This includes deliverables and milestones the consultancy partner requires of Carnival UK to achieve the desired programme outcomes.
- The programme will encompass all business 'change’ (to the CCO BAU operational processes) to enable us to deliver the transformation successfully into the CCO operation and continue to deliver unforgettable holiday happiness.

For at least two days a week, you’ll be based out of our fantastic offices in the heart of Southampton, less than two hours from central London. In our hybrid working environment, you can also expect to balance this with time spent working remotely everyweek.

Carnival UK is always on the lookout for colleagues who can demonstrate our Culture Essentials and who are committed to creating unforgettable holiday happiness for our guests.

To be considered as a Contact Centre Project Manager you will also need:

- Extensive experience of contact centre project management delivery in a hospitality, customer service or business change environment
- Prince2/Agile Practitioner
- Lean Six Sigma - or equivalent experience
- Strong commercial acumen with experience of project accounting, e.g. cost control, revenue forecasting and project profitability
- Experience of managing complex technical projects
- Experience of developing project plans, tracking progress and managing risks and issues
- Competency with Microsoft Office products

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