Contact Centre - Project / Delivery Manager

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

Job summary

A Global Electronics Corporation is seeking a candidate for a day rate contract role focusing on providing technical operation services within Europe. The successful candidate will be responsible for supervising contact centre performance, developing customer service strategies, and ensuring operational excellence, with a strong emphasis on analytical skills and managerial experience in BPO or contact centres. Familiarity with CaaS systems and flexibility to travel are essential for this position.

Qualifications

• Minimum of 3 years experience in a management role within a BPO or Contact Centre.
• Strong analytical and presentation skills.
• Familiarity with Customer as a Service (CaaS) systems.

Responsibilities

• Supervise performance across all Contact Centre channels.
• Build core Customer Service metric targets.
• Develop and enforce Customer Service operation guidelines.
• Conduct regular vendor quality audits.
• Manage investigation of operation costs for optimisation.
• Oversee vendor logistics and performance.
• Benchmark and present performance scorecards to management.
• Develop eStore Contact Centre operations strategy.
• Resolve Contact Centre quality and operational disputes.

Skills

Team Leadership

Data Analysis

Quality Management

Training Management

Analytical Skills

MS Office Proficiency

CaaS Systems Familiarity

Inter-personal 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.