Contact Centre - Project/Delivery Manager

The Change Partners - Global talent specialists for a connected world; City Of London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading global electronics corporation is seeking a candidate for a 12-month contract focused on providing technical operations service within the European office. The role requires at least 3 years of experience in customer service management, with a focus on driving operational excellence. Key responsibilities include overseeing performance across multiple Contact Centre channels, developing customer service strategies, and managing vendor relations. Strong analytical, interpersonal, and MS Office skills are essential for success in this position.

Qualifications

• Minimum of 3 years experience in Team Leader or Manager role.
• Strong analytical and presentation skills.
• Familiarity with BPO/Contact Centre operations.
• Excellent coordination skills for managing disputes.
• Data literacy skills for deriving insights.

Responsibilities

• Supervise performance across Contact Centre channels.
• Build core customer service metric targets.
• Develop and enforce operational guidelines.
• Conduct regular vendor quality audits.
• Advise on operation costs for optimisation.
• Manage vendor logistics and performance.
• Present performance scorecards to management.
• Develop strategy for eStore Contact Centre operations.
• Resolve operational disputes.

Skills

Team Leadership

Data Analysis

Quality Management

Strong Analytical Skills

MS Office Proficiency

CaaS Systems Knowledge

Interpersonal Skills

Flexibility to Travel

Tools

SAP

Salesforce

Hybris

Job description

This role is responsible for providing technical operation service, consulting, and implementation services within the European Regional Office for a Global Multinational Electronics Corporation. This client leads the market in cutting‑edge consumer and business technology across Europe.

The role is initially a day rate 12 month contract.

The successful candidate will use deep and strong knowledge of Customer Service business practices and business application knowledge to drive European‑wide operational excellence. Experience and knowledge in Enterprise Software Solutions consulting are highly beneficial.

Key Responsibilities

• European Operational Oversight: Supervise performance across all Contact Centre channels (voice, chat, social, in‑app) at local and regional levels.
• Strategy & Targets: Build core CS metric targets in collaboration with Global HQ and local European subsidiaries.
• Quality & Consistency: Develop, lead, and enforce European CS operation guidelines and policies across all customer touchpoints.
• Audit & Improvement: Manage BPO audit planning and conduct regular vendor quality audits, including mystery shopping initiatives.
• Commercial Management: Investigate, analyse, and advise on operation costs for optimisation, and manage the review of contractual terms (SOWs, pricing, SLAs).
• Vendor Management: Handle all aspects of vendor logistics, including search, location changes, and managing key performance information.
• Insight & Reporting: Perform regular benchmarking, run automated reports, and present insightful performance scorecards to management.
• eCommerce Strategy: Develop the overall European strategy for eStore Contact Centre operations, creating guidelines to support both quality KPIs and sales boosting.
• Issue Resolution: Act as the key liaison to resolve local and regional Contact Centre quality and operational disputes.

Key Skills

• Minimum of 3 years experience as a Team Leader, Data Analyst, Quality, or Training Manager within a BPO/Contact Centre or as a Manager in a Brand's CS/Contact Centre Team.
• Strong analytical, presentation, and MS Office skills, coupled with a high degree of self‑motivation.
• Familiarity with CaaS systems (e.g., SAP, Salesforce, Hybris) and associated processes.
• Excellent arbitration and coordination skills to manage potential disputes between BPOs / subsidiaries / HQ.
• Data/information literacy skills for gaining valuable insights.
• Strong inter‑personal skills in an inter‑cultural working environment.
• Flexibility and willingness to travel within and outside of Europe as required.
• Desirable: Comprehensive understanding/knowledge of the latest Contact Centre solutions/platforms and voice networks (IVR, CTI, etc.).

Please apply for further information.