Contact Centre/Service Desk Transition Manager - Barcelona

Job type:
on-site
Start:
ASAP
Duration:
6 months
From:
Networking People (UK)
Place:
Barcelona
Date:
07/24/2012
Country:
flag_no Spain
project ID:
396827

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This project is archived and not active any more.
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Urgent need for an experienced Contact Centre Transition Project/Programme Manager that has a large experience in a contact centre environments, being able to drive the implementation of the new systems (workforce Management, call recording etc) and create an environment that is managed based on KPI. This will be done via a Transition Manager approach, where we expect the candidate to bring in the contact centre experience and senior management skills, helping and coaching/challenging the current managers who manage over 200 agents on site.

  • Help drive through reorganisation to improve efficiency and customer satisfaction.
  • The organisation is led by high potential managers, but additional, experienced management with fresh mind is needed for to help drive the large changes upcoming.
  • Excellent communication skills, drive change and interact with the current managers and teamleaders.
  • Working in an international environment
  • Priority setting, used to represent the center with complex project environment
  • Knowledge of CRM systems and CTI, preferably Siebel and Avaya/Genesys
  • Able to Coaching skills and a motivation to develop people
  • Deploys superior transitional project management skills in the MS space and experience of applying these at a multi-project/programme level developed within a complex business structure
  • Bachelor's degree or global equivalent in a related field
  • MSP, PRINCE2 and/or industry recognised programme management qualification
  • Excellent operational, programme and presentation skills
  • Very good communication, inter-personal and negotiation skills
  • Fluent English (written and spoken) and ideally other European Languages.