Apollo Solutions Ltd

Apollo Solutions Ltd Watford, UK
19/01/2019
Full time
Project Manager/Business Change Manager - Contact Centre Transformation - eCommerce A leading, global eCommerce organisation is seeking a Project Manager (or Business Change Manager) to join and form part of a complex Contact Centre Transformation. The objective of the programme is to improve the Contact Centre's Customer Experience and its Operational Efficiency through Business Change as the company is experiencing rapid growth. The opportunity: You will be part of the Change Management team responsible for the delivery and implementation of the roadmap of change that will impact customer care and improve the overall Customer and Advisory Experience as well as the Contact Centre's Operational Efficiency. The role: *Perform high-level project planning, scheduling and collaboration with the project team and other appropriate stakeholders to create and agree delivery plans. *Drive progress against the agreed Delivery Plan. *Ensure effective and timely communication and provision of information to project governance authorities (Business Sponsor, Change Board etc.) and stakeholders are engaged in the project with the agreed and appropriate level of frequency and formality. *Manage risks and any issues as they arise, collaborating with the relevant business or technical roles as required to resolve them. *Handle problems escalated from the project team and provide help and guidance when difficult situations arise. *Schedule key meetings and attend project stand-up meetings, as appropriate, to keep a current understanding of the team's progress and issues, and to flag up to the team, where necessary, any important external issues that the team need to be aware of. *Ensure all relevant legislation, regulation and policies are complied with. The successful candidate will have: *MUST HAVE recent project management experience in a Contact Centre/Call Centre/Customer Experience/Customer Care environment *Solid project management and business change experience *Experience in working closely with stakeholders to manage change and ensure communication and expectations are clear at all times *Excellent communication skills, able to engage and present to stakeholders and influence all levels and across all functions, internally and externally *Used to working in a high volume, fast paced, ever changing environment *Proven ability to multi-task a number of sometimes conflicting priorities *Customer and results focused *Expertise in business change management, project life cycle processes and tools *Agile/Prince2 *Retail or supply chain experience beneficial If this sounds like a good match, please apply here. PLEASE NOTE: * Not looking for an IT Project Manager. * No working from home options; flexible working hours are possible. * Candidates must have the right to work in the UK and available to start at relatively short notice (ideally your notice period will not be more than 4-5 weeks). Project Manager/Business Change Manager - Contact Centre Transformation - eCommerce
Apollo Solutions Ltd Watford, UK
18/01/2019
Full time
Project Manager/Business Change Manager - Contact Centre Transformation - eCommerce A leading, global eCommerce organisation is seeking a Project Manager (or Business Change Manager) to join and form part of a complex Contact Centre Transformation. The objective of the programme is to improve the Contact Centre's Customer Experience and its Operational Efficiency through Business Change as the company is experiencing rapid growth. The opportunity: You will be part of the Change Management team responsible for the delivery and implementation of the roadmap of change that will impact customer care and improve the overall Customer and Advisory Experience as well as the Contact Centre's Operational Efficiency. The role: *Perform high-level project planning, scheduling and collaboration with the project team and other appropriate stakeholders to create and agree delivery plans. *Drive progress against the agreed Delivery Plan. *Ensure effective and timely communication and provision of information to project governance authorities (Business Sponsor, Change Board etc.) and stakeholders are engaged in the project with the agreed and appropriate level of frequency and formality. *Manage risks and any issues as they arise, collaborating with the relevant business or technical roles as required to resolve them. *Handle problems escalated from the project team and provide help and guidance when difficult situations arise. *Schedule key meetings and attend project stand-up meetings, as appropriate, to keep a current understanding of the team's progress and issues, and to flag up to the team, where necessary, any important external issues that the team need to be aware of. *Ensure all relevant legislation, regulation and policies are complied with. The successful candidate will have: *MUST HAVE recent project management experience in a Contact Centre/Call Centre/Customer Experience/Customer Care environment *Solid project management and business change experience *Experience in working closely with stakeholders to manage change and ensure communication and expectations are clear at all times *Excellent communication skills, able to engage and present to stakeholders and influence all levels and across all functions, internally and externally *Used to working in a high volume, fast paced, ever changing environment *Proven ability to multi-task a number of sometimes conflicting priorities *Customer and results focused *Expertise in business change management, project life cycle processes and tools *Agile/Prince2 *Retail or supply chain experience beneficial If this sounds like a good match, please apply here. PLEASE NOTE: * Not looking for an IT Project Manager. * No working from home options; flexible working hours are possible. * Candidates must have the right to work in the UK and available to start at relatively short notice (ideally your notice period will not be more than 4-5 weeks). Project Manager/Business Change Manager - Contact Centre Transformation - eCommerce