Contact Centre Digital Transformation Programme Manager

About the role:

Zepz Operations team is undergoing a digital transformation, and you will be responsible for overseeing the delivery and implementation of 3 strategic initiatives- CRM and the ‘Zepz back office’, Chat and IVR.

What you will own:

• We would like someone who has prior experience of implementing digital transformation initiatives for contact centre technologies. You should have experience and expertise in both programme management and call centre technology (minimally including IVR, CRM, and chat solutions).
• You will assist in the programme management of the projects from implementation and thereafter planning ongoing enhancements. You will be supported by a team of project managers
• As Contact Centre Digital Transformation Programme Manager you will play a pivotal role in managing the implementation through to completion. You will liaise with stakeholders across the business to get up to speed on the project to date as many teams across the business are involved in these initiatives.
• You will need to think about the end to end experience for our customers and our operations teams. Your main focus should be on ensuring we have as much automation as possible. You will also take responsibility for identifying and solving other project blockers. You may also need to run an RFP process so we would expect experience of this.
• You will have previous experience of working on one or all of these projects, with knowledge of optimal customer journeys and technical implementations.
• You will have strong communication skills to liaise with a range of technical and non-technical stakeholders; great data and analytical skills, project management skills to take ownership of the implementation and ability to spot opportunities and automation.
• Knowledge of Salesforce, Zendesk and Amazon Connect would be great but not required