The role will work closely with stakeholders from across the business, including Engagement and People Capability, Go to Market, Partner Managers, and Contact Centre teams. The role is responsible for:

·       Being the front door for any change into our contact centres.  

·       Support, manage and/or governing the effective delivery of changes and continuous improvements as requested by stakeholders. 

·       Support, manage and/or governing changes through the designing, documenting, and improving of processes.

·       Driving customer experience and compliance through effective change management and continuous improvement. 

·       Leading and supporting on the initiatives that impact the Contact Centre function. 

What you'll be doing in the role...

·        Responsible for delivering, managing and/or governing all aspects of an allocated change to ensure Contact Centre operational readiness: including stakeholder engagement, planning, development, delivery, tracking, communication, and training.

·       Delivering, managing and/or governing change initiatives to ensure that they land successfully and that the Contact Centre Channels are engaged and supported.  

·       Work with the wider team to develop changes that improve performance and customer experience and improve existing processes, systems, and procedures.

·       Establish strong stakeholder relationships with the wider team and stakeholders across the business including our Contact Centre Partner in India to ensure that all changes are implemented effectively and that benefits are realised.