Group Contact Centre Project Manager

4 weeks ago


Redditch, United Kingdom Halfords Full time

Job Purpose

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.

Key Responsibilities

  • 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
  • Maintain effective relationships with stakeholders to ensure cross-functional alignment and business ownership
  • Manage risks and issues, escalating as appropriate
  • Produce and maintain project plans and critical paths, providing required reporting, including RAG project status reports
  • Identify resource requirements and assign individual responsibilities
  • Clearly and concisely communicate project progress and status to stakeholders
  • Organise and lead review meetings and co-ordinate decision-making
  • Work with Transformation & Digital Experience Lead to support project tracking, budget adherence and milestone management
  • Track and report post-delivery benefits
  • 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

Key Skills / Experience

  • Demonstrate “above the line” thinking
  • Proven track record of successfully delivering projects (or workstreams) to timeline and cost
  • Hands-on approach, delivery focussed
  • Exceptional communication, as well influencing and listening skills
  • Able to resolve tough issues decisively
  • Strong collaborative worker
  • 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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