Contact Centre Project Manager

Competitive | London | Contract
Posted 13 days ago

IQ are currently looking to recruit a Project Manager with Retail Contact centre experience to work for a leading Omni Channel retail client based in West London for a contract opportunity.

Role: Project Manager - Contact Centre
Rate: £500 per day
Contract: 6 Months
Location: West London

The role:
The role is for a Project Manager to support the Customer Contact Transformation (CCT). The CCT is a strategic programme sponsored by the CEO of the Services business and seen as the one of the key 8 programmes in the business.

The CCT is set to reduce opex expenditure and drive better customer engagement and experience through the use of digital tools and applications. The Project Manager role is key to delivering solution design across all layers of the contact centre technology stack.

Reporting in to the IT Head of Delivery, the successful candidate will control, and manage all elements of the IT delivery. This includes the day to day management of our delivery partners as well as weekly status reporting, management of associated risks and issues, and the project communications plan.
• Define programme delivery and governance framework for Customer Contact Transformation
• Planning the project and proactively monitoring its progress, reassessment of priorities, resolving resource conflicts, and agreeing additions, deletions or modifications to scope.
• Ensuring the project implements capabilities which meet the requirements.
• Pro-actively manage communications with all stakeholders.
• Managing the project budget to ensure business benefits are achieved in a cost efficient manner.
• Providing very strong leadership to the delivery teams (in-house and 3rd party), managing the performance of the projects team, and ensuring that effective relationships are built and maintained.
• Managing IT schedule and resource dependencies to mitigate potential conflict between projects to keep the timelines on track.

Expereince required:
• 10 years experience of leading project delivery
• Experienced in Omni Channel processes and Channel capability implementation within Retail environment
• Extensive experience of delivering complex Technology Projects in a Retail environment.
• Experience of managing multiple delivery teams (internal and 3rd parties) to achieve a common goal.
• Expert knowledge of techniques for planning, monitoring and governing a project, including risk management.
• Expert knowledge of budgeting.
• Excellent influencing techniques.
• Excellent written and verbal communication skills.
• Good knowledge of resource and service management tools and techniques.
• Specialised in Project Management tools such as MS Project
• Bachelor’s Degree level educated
• Project Management Qualification (PRINCE2 or similar)’

If you are interested and would like to obtain more information please click APPLY OR send CV's direct to and Emma will schedule in a call to discuss!

For more information about this role, please contact:

Emma Gilder
01892 553 226

See Emma Gilder's jobs
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