Project Manager - Customer Contact Technology

LB161017 | Permanent | Home Based | 50K - 60K Depending on Experience
Generous Car Allowance


Overview

The Project Manager is commercially aware and will be responsible for the simultaneous management of multiple projects. As the first and main point of contact for customers and clients, the Project Manager will ensure that high levels of delivery standards are met. Whilst carrying out staging evaluations and progress reviews to ensure customer needs are met, the successful Candidate must possess strong leadership and relationship management skills. The ideal candidate will come from a strong customer focused background with proven experience of managing contact centre technology projects. This is a Home Based position and applications are welcome from accross the UK.


Responsibilities & Requirements

Responsibilities

  • Responsible for overseeing and managing the full lifecycle of multiple projects simultaneously.
  • Demonstrate excellent product knowledge to allow efficient project planning.
  • Take ownership of the successful and timely delivery and handover of the projects.
  • Act as first point of contact for customers via all correspondence.
  • Collaborate with internal and external stakeholders of various levels.
  • Work closely with Program Management and Pre-Sales teams to achieve business objectives.
  • Demonstrate strong commercial awareness to be able to carry out forecasting and cost control.
  • Regularly liaise with management teams across the business for efficiency.
  • Manage customer dissatisfaction and escalate appropriately.
  • Attend to customer requests and enquires in a timely manner and fulfill requests accordingly.
  • Carry out post-delivery evaluation to minimize risks for future projects.
  • Create and deliver reports on the progress of projects to review milestones.
  • Manage and oversee the work of both internal and external project personnel.
  • Attend to both positive and negative feedback from customers in a timely manner.
  • Keep in direct contact with customers to identify needs and requirements.
  • Work in line with company best practice and support auditors to ensure continuous compliance.
  • Create contingency plans to mitigate project risks and manage change efficiently.

 

Requirements

  • Must have a successful track record in managing Contact Centre technology projects.
  • Previous matrix management experience within the technology industry.
  • Previous project management within customer services or consultancy environment.
  • Solid background in business development and controlling consumables.
  • Experience and efficiency in reviewing KPIs and driving revenue.
  • Excellent leadership abilities.
  • Proven experience in project management with a commercial focus.
  • The ability to identify and methodically resolve issues.
  • Strong IT skills including MS packages.
  • Highly effective self-motivator with the ability to work effectively on own.
  • Previous experience of setting up meetings, delivering presentations.
  • Prince2 and ISO9001 would be highly advantageous.
  • Demonstrable ability in prioritising effectively.
  • Strong and confident communicator.
  • Outstanding problem-solving skills.
  • Keen eye for details with accurate working.
  • Knowledge of Agile Project Methodology would be a benefit.
  • Ability to build positive and lasting relationships with clients and customers.
  • Excellent verbal and written English language skills.
  • Flexibility to travel to within the UK and EU.

 



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Posted by

Lauren Beedon

Position: Recruitment Director


  • Tel: +44 (0)115 838 9492
  • lauren.b@fullbrookconsulting.com

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