Group Contact Centre Project Manager

1 month ago


Worcestershire, 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 projectsRepresent Contact Centre in business-wide projects where we are a key stakeholder, ensuring scope / delivery aligns with our strategyMaintain effective relationships with stakeholders to ensure cross-functional alignment and business ownershipManage risks and issues, escalating as appropriateProduce and maintain project plans and critical paths, providing required reporting, including RAG project status reportsIdentify resource requirements and assign individual responsibilitiesClearly and concisely communicate project progress and status to stakeholdersOrganise and lead review meetings and co-ordinate decision-makingWork with Transformation & Digital Experience Lead to support project tracking, budget adherence and milestone managementTrack and report post-delivery benefitsEnd-to-end project delivery, ensuring adequate documentation, testing, PIR’s and stakeholder sign-offUnderstand commercial drivers and strategy to ensure appropriate project prioritisation

Key Skills / Experience

Demonstrate “above the line” thinkingProven track record of successfully delivering projects (or workstreams) to timeline and costHands-on approach, delivery focussedExceptional communication, as well influencing and listening skillsAble to resolve tough issues decisivelyStrong collaborative workerExperience of working in a variety of projects simultaneouslyProven people and stakeholder management skills at all levels of the organisation

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