JOB DESCRIPTION:.

Our client, a pensions provider, is recruiting for a Contact Centre Projects Manager to join their team on a 9 month fixed term contract basis (hybrid working model).
The successful candidate will drive the optimisation of contact centre systems and processes, with a particular focus on telephony and customer contact technologies.

SKILLS/EXPERIENCE:

• Proven experience in a contact centre management or telephony projects role.
• Strong understanding of contact centre systems and networking technologies.
• A proactive and analytical approach to improving service and technology use.
• Strong communication skills, with the ability to engage across technical and non-technical teams.
• Experience managing supplier relationships and delivering cost-effective solutions.

• Managing the contact centre’s telephony systems (including IVR, call recording, call routing).
• Leading the review and implementation of best practice in contact and call management processes.
• Collaborating with vendors and internal stakeholders on upgrades and enhancements.
• Monitoring system usage and operational performance metrics.
• Delivering training and supporting staff on system usage and optimisation.
• Managing costs and identifying efficiency savings in telephony operations.
• Staying up to date with trends in contact centre technologies and innovations.
  Core-Asset Consulting is an equal opportunities recruiter and we welcome applications from everyone irrespective of age, disability, gender, gender identity or expression, race, colour, ethnic or national origin, sexual orientation, religion or belief, marital/civil partner status or pregnancy.
  Job reference: 16125
  To apply for this vacancy applicants must be eligible to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006.
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  Core-Asset Consulting offers specialist recruitment services to asset management, accounting & finance, asset servicing, legal and the wider financial services sector in Scotland.