5 days ago

Project Manager - Contact Centre Transformation (INSIDE OF SCOPE OF IR35)

Berkshire 430 - 450 Contract

Job Reference: 38369238

One of the UK's leading Utility organisations have are part way through a multi-million digital transformation agenda and are really looking to drive how they engage with customers, through an omni-channel digital approach. One of the key facets of this approach is the modernisation of their Customer Contact Centres, and currently they are looking for a Project Manager to help with the planning and the mobilisation of the next phase of their contact centre transformation programme.

The role will involve:
  • Lead and manage project activities / delivery team/s
  • Define and baseline the project’s scope, plan and budget that will successfully deliver the business outcomes / objectives
  • Identify, engage and manage direct and indirect stakeholders appropriately in context of their role within the project/s
  • Establish regular project review meetings covering cost, schedule, resources, RAID and RAG statuses
  • Create weekly project status reports
  • Attend project appraisal workshops / reviews and project kick off meetings
  • Maintain project/s cost models covering actual, accrual and forecast
  • Issue resolution and stakeholder management
  • Create project closure reports and lead lessons learned workshops
  • Identify and manage RAID items within the project and escalate where appropriate
  • Lead and manage the project team/s to achieve objectives, milestones and deliverables
  • Manage project change (scope, time, budget) within agreed tolerances or escalate changes to the project control board/s
  • Follow agreed governance standards across the project/s lifecycle/s
  • Ensure all project/s follow the agreed delivery framework
To be considered for this role, you will have the following:
  • A demonstrable background delivering contact centre/customer service led transformation projects
  • Clear understanding of delivering both infrastructure and software/application based projects
  • Ability to manage complex relationships with 3rd party-vendors and system integrators
  • A track-record working within the Utility or sectors where there is a regulatory environment or large disparate customer and field teams
  • Strong stakeholder engagement skills - ability to manage complex multi-million projects.

This is an exciting role to work on a programme that has board level sign-off and exposure. The project also touches on all facets of the organisation so a very high profile project to delivery. You will need to be comfortable at the idea of working inside of scope and 100% fully remote working. If you are a Project Manager, with Contact Centre project delivery experience and are available immediately or due to conclude an engagement shortly then I would welcome the opportunity to view your CV.
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