My client, a London based housing association is looking for an interim business change lead and a project manager to deliver a contact centre change programme. Both individuals are expected to have experience with Office 365, modern contact centre and telephony technology projects. They will be working with an IT project manager however, so they will be expected to be business change experts rather than technical experts. From their experience they will both have a clear understanding of what 'good' looks like in a contact centre environment.
The business change lead will be charged with shaping the vision and the key messages of the programme. They will demonstrate a track record of using a mixture of change methodologies to engage key stakeholders, and ultimately drive behaviour change by capturing hearts and minds.
The project manager will further define the business case, set up the project governance and carry out resource planning. They operate within a Prince 2 environment.