Contact Centre Technology Manager


Division:Operational Excellence

Salary: £40000 - £45000 per annum

Job Reference: 888675

Consultant: Sanjay Devit
0203 869 4549

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Company Description

Contact Centre Technology Manager

Greater Manchester

Salary Up to £45,000 + benefits

PACT are delighted to be assisting one of the leading service providing businesses in the North West area in sourcing a Contact Centre Technology Manager. The Contact Centre Technology Manager will be responsible for introducing new technology to modernise and manage operations. This role will play a pivotal part in shaping and delivering the overall operations plan.

Key responsibilities

  • Building a new team of specialist service leads responsible for tools and support required for evolving customer-facing front-line and back-office operations including voice, written & electronic correspondence and digital channels
  • Lead and develop the team providing clear roles, responsibilities and opportunities
  • Responsible for development and delivery utilising the 1.5 year roadmap for both front and back office services and tools
  • Ensuring the development of strong relationships between the IT team and various other functions to effectively develop and deliver projects
  • Responsible for reporting and providing insight into service performance to enable continuous improvement
  • Collaborate with other areas of business to formulate effective existing customer contact strategy plans

Essential skills and experience

  • Strong background in contact centre technology and back-office operations, tools, platforms and trends
  • Proven experience of front-line and back-office technology projects from concept stage to deployment, including those involving Workforce Management, IVR, Knowledge Management & Agent Assistance, Workflow Automation, Case Management, RPA, analytics
  • Management experience with a strong background implementing operational change and building teams
  • Building, coaching and mentoring team members
  • Owning and resolving customer-impacting incidents impacting multiple teams and stakeholders
  • Experienced at identifying, assessing and mitigating risk to the delivery of operational process

To take advantage of this rare opportunity with PACT please the application link provide