Contact Centre Manager - Projects

Core-Asset Consulting Ltd; City of Edinburgh; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading recruitment consultancy is seeking a Contact Centre Projects Manager for a 9-month fixed term contract. The successful candidate will optimize contact centre systems focusing on telephony technologies, drive improvements, and collaborate with stakeholders. This role suits candidates with strong communication skills and a proven background in contact centre management.

Qualifications

• Proven experience in contact centre management or telephony projects.
• Strong understanding of contact centre systems and networking technologies.
• Proactive and analytical approach.

Responsibilities

• Managing telephony systems including IVR and call routing.
• Reviewing and implementing best practices in call management processes.
• Monitoring system usage and operational performance.

Skills

Contact Centre Management

Telephony Projects

Analytical Approach

Communication Skills

Vendor Management

Tools

Telephony Systems

IVR

Call Recording

Call Routing

Job description

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.

Core Responsibilities:

• 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.

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