Description
Thames Water is on the hunt for a Programme Manager to join us on an interim basis here in our Swindon Office ASAP. This is a great opportunity to join us at this exciting time where you will really help shape and build a key programme within the organisation.
We are currently in the process of working on a project to replace the current customer services telephony solution with a new IP Contact Centre (IPCC), Interactive Voice Response (IVR) and Workforce Management (WFM) solution. You will be joining the project just as the physical build of the solution commences, prior to the handover for the test and migration phases of the project. The project is being delivered in conjunction with Unify (ex-Siemens Enterprise Comms Ltd and Wipro).
You will be reporting to the Head of IS (Customer Service), and are responsible for the overall technical delivery of the IPCC solution. You will be required to act as escalation point for our suppliers here at Thames Water and to produce the consolidated project weekly status report for distribution to the project stakeholders, IS Programme Manager (Customer Services), central IS PMO and Customer Services Change Delivery PMO.
The successful applicant will have extensive technical programme and project experience within the telephony (IPT/IPCC) and contact centre arenas.
Your knowledge and experience will include:
- Liaising with Project Managers, Analysts, Business and Users, playing an active role in delivering the business benefits of change
- To make recommendations regarding overall fitness for purpose and service readiness of planned changes
- To produce project/programme documentation as required
- Demonstrate successful deliver of similar projects within their CV
- Understand the likely requirements regarding business readiness, agent telephony/system training plans, service transition and be able to define the steps required to achieve a smooth service migration
Requirements
- Microsoft Windows 7, Office 2010, Visio and Project skills
- Good documentation skills
- Mobility - role supports multiple sites (primarily Swindon and Reading but could extend to other site within Thames area)
- Experience of waterfall project delivery methodology and stages
Additional technical knowledge: -
- IP telephony/contact centre
- Unify Openscape Voice & Contact Centre
- Genesys Voice Portal
- Verint i360 Site V11
- Call Centre MI
If you feel you are suited for this role, then please submit your CV and if successful someone will be contact with you from our Resourcing Team.