Programme Lead - Contact Centre Transformation
5 days left
We are looking for a commercially-minded Programme Lead to drive the modernisation of customer services contact centres at one of London’s most prestigious Local Authorities. You will be joining the Authority at the early stages of a major modernisation and digitalisation programme driven directly from leadership. The role has been assessed as outside of the scope of IR35.
With a number of live operational contact centres in play, the programme will assess the structure, purpose and operational functionality of the existing contact centres and develop a strategy for improvement which aligns with the organisation’s priorities and purpose.
You will join a small but growing team who report directly into the Chief Executive and have an outstanding track record of major cage at high profile Local Government organisations, including some with award-winning performance track records. The broader remit - to help change the authority and make it better equipped to deal with the ever-varying challenges - is one which will need the buy-in of the executive team as well and the wider organisation.
With financial constraints now a fundamental part of all public sector planning, the right candidate will need exceptionally strong commercial skills and adept at handling third party suppliers, contract development and negotiation as well as been a natural agent for change.
For all these reasons, we are looking for experienced portfolio leads who have a very strong grasp of the subject matter - the transformation of multi-purpose public contact centres. In addition, the right candidate will offer outstanding commercial experience; extensive portfolio leadership experience; very strong executive stakeholder management experience; and an appetite to drive change in challenging environments.
If this sounds like a good match for your skills and it is the right time for a new challenge, please send me your resume and a brief note supporting your interest as soon as possible.
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