Transforming Customer Contact Operations
* We are seeking a highly skilled and results-driven Contact Centre Project Manager to lead strategic transformation initiatives across customer contact operations.
This role will operate on a hybrid model, with at least 2 days working in the office per week.
The successful candidate will have a strong understanding of cloud telephony, CRM, WFM, AI/automation and change management experience.
They will also possess excellent stakeholder and vendor management skills, and a proven track record in agile methodologies.
The ideal candidate will be able to translate business needs into structured delivery plans, have a strong analytical mindset, and a focus on customer experience outcomes.
Hands-on experience with Amazon Connect or similar cloud platforms is required.
Key Responsibilities:
1. Lead end-to-end delivery of contact centre transformation projects
2. Develop and manage project plans, budgets, and resources
3. Collaborate with stakeholders across Customer Operations, IT, Product, and Finance, alongside external vendors
4. Identify risks, dependencies, and deliver effective mitigation strategies
5. Support change management through workshops, training, and communications
6. Track milestones, KPIs, and benefits realisation to ensure measurable outcomes
7. Align with client governance and transformation pillars
What We Offer:
* An opportunity to join a fast-growing company
* Options for career advancement
* Learning and development opportunities
* Flexible working environment
* Competitive salaries based on experience