Contact Centre Programme Director - FTC
hace 15 horas
Liverpool
Contact Centre Programme Director Location: UK Wide Reporting to: Group Chief Transformation Officer Contract Type: 12+ months FTC Role Summary: A global logistics company is undertaking a bold transformation of its contact centre operations. We are seeking a visionary Project Director to lead this programme, overseeing the complete revamp of a 1,400-person operation. The goal: reduce the operational footprint by 50% within three years while doubling productivity, powered by AI, automation, and next-generation technologies. Key Responsibilities: • Strategic Transformation Leadership:, • Design and deliver a future-ready contact centre model that integrates digital-first strategies, intelligent automation, and AI-driven customer engagement., • Technology Enablement:, • Lead the implementation of cutting-edge solutions including:, • AI-powered virtual agents and chatbots, • Predictive analytics for demand and workforce planning, • Sentiment analysis and intelligent routing, • Robotic Process Automation (RPA) for repetitive tasks, • Cloud-based omnichannel platforms for seamless customer interaction, • Operational Restructuring:, • Redesign team structures, workflows, and service models to support a leaner, more agile operation., • Performance & Productivity:, • Drive measurable improvements in efficiency, customer satisfaction, and employee engagement through smart tooling and data insights., • Change Management & Workforce Evolution:, • Lead cultural and behavioural change, including reskilling programmes to support AI adoption and digital fluency across the workforce., • Stakeholder Engagement:, • Collaborate with internal teams, technology partners, and executive leadership to ensure alignment and successful delivery., • Governance & Reporting:, • Establish programme governance, track KPIs, and report progress to senior stakeholders and transformation sponsors. Required Experience & Skills: • Proven experience leading large-scale contact centre transformation programmes., • Deep understanding of AI, automation, and digital technologies in customer operations., • Experience in logistics, retail, or large-scale service environments., • Strong leadership and stakeholder management capabilities., • Ability to manage complex, multi-year programmes with significant change impact. Desirable Qualifications: • Degree in Business, Technology, or Operations., • Certifications in Project Management (e.g., PMP, Prince2) and/or Agile delivery., • Familiarity with platforms such as Salesforce, NICE, Genesys, Five9, or similar., • Exposure to AI/ML tools (e.g., Azure AI, Google Cloud AI, OpenAI APIs).