Job: Project Manager - Call Centre Experience

Job Title: Project Manager - Call Centre Experience
Contract Type: Contract
Location: Croydon
Salary: £400 - £500 per day, Benefits: Role has been deemed inside IR35
Start Date: Immediate
Contact Name: Anil Najran
Job Published: 12 months ago

Job Description

Project Manager, Call Centre, Domain, Telephony, Government

ROLE HAS BEEN DEEMED INSIDE IR35, will have to operate via umbrella company.

This government project is forming part of a call centre applications management change, a specialist within the area is required to work on both the business change aswell as the Technology implementation. The role is based in Croydon but will require EXTENSIVE travel between the two Support Centres in Durham and Swansea.

Key Responsibilities

  • Management and delivery of plans to ensure all necessary preparation and execution tasks and dependencies are included.
  • Ongoing management of those plans to achieve the delivery goals
  • Work with key stakeholders to manage the deployment of all aspects of the project and identify and mitigate potential risks for delivery of products.
  • Operate as a full member of the team; supporting the Programme Manager and other team members as directed.
  • Project Manage all aspects of specific work packages.
  • Working with stakeholders to ensure Design; Delivery; Technical Build; testing; MI requirements etc are managed and delivered to date and time.
  • Completion of a detailed plan for the medium term on MS Project, including resources and costs; working with the Design team to secure stakeholder sign-off at all stages.
Key Skills
  • Hands on experience of call centre management processes including workforce planning and management, call quality scoring, advisor coaching and development, training etc.
  • An understanding of call centre management applications including workforce management / scheduling and quality management
  • A bias towards business change experience, rather than technology implementations
  • Some awareness of telephony and call routing technology, but more breadth than depth in this area
  • Strong and credible call centre experience to play a leadership role in an organisation that is still learning about call centre management
  • Experience of working closely with call centre operations teams, perhaps in a tactical / continuous improvement capacity, as this will likely have provided a ‘hands on’ understanding
  • It is conceivable that you will have started out in a specific technology domain, but then broadened your remit and experience into the wider aspects of call centre change, including people and process
  • Strong experience of managing multiple third party suppliers to deliver complex projects (greater than £2m in value and lasting more than 18 months)
  • Managing full end-to-end delivery from business case to successful delivery; including, planning, and delivery.
  • Proven ability to distil complex projects into component constituent work packages.
  • Significant experience and understanding of techniques for planning, monitoring and controlling using MS Project or similar Project planning tools.
  • Effective leadership, interpersonal and communication skills, including experience of presenting effectively to senior stakeholders.
  • Evidence of ability to work under pressure and to tight deadlines.
  • Demonstrable skills in transferring ways of working and capability to other (Full Time) Staff
  • Experience in the delivery of projects; with particular emphasis on the management of suppliers and stakeholders
  • Excellent planning and organisational skills
  • Strong leadership; people and communications skills
  • Possess strong analytical skills with a proven ability to persuade and influence senior decision-making.

Project Manager, Call Centre, Domain, Telephony, Government