Contact Centre Project Manager Job at Talent2, Wellington, Wellington Central
- Location:
- Wellington
- Wellington Central
- Classification:
- Call Centre & Customer Service
- Management & Support
This role will see you establishing all aspects of a new contact centre, as part of this role you will be responsible for 3 areas – People, process and technology. To succeed in this role you will work alongside an IT Project manager as well as engaging with all employees to drive an inclusive culture where every employee has a voice.
You will be required to:
- Establish processes to ensure the contact centre directs customers to interface directly with this organisations key system, and that the data they record is as accurate as possible
- Complete all requirements for the contact centre system and work closely with the IT PM to develop interfaces and processes
- Procure telephony technology, hardware and infrastructure to support technical solutions
- Work alongside others to define the future operating model of this organisation and how the contact centre fits within this
It is essential that you are able to demonstrate your experience driving a similar project within a commercial environment. In addition to the tasks above you will also be involved with operational development and maintenance.
You will help to build and maintain an escalation and complaints handling process, drive all operations into a continuous improvement model, manage telephony, architecture and supplier relationships as well as analysing call outcomes to provide data to shape solutions and processes in order to drive reduced cost or to increase customer experience.
For more information please contact Bianca Jones in our Wellington office on 04 978 1024 quoting reference 49461, or alternatively apply online below.