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Contact Centre Change Lead / Call Centre Short Term Projects Manager

Umhlanga, KZN
An exciting opportunity has become available for a Contact Centre Change Lead practitioner, to join a global organisation.

This Call Centre industry professional, you will liaise with external clients and in house stakeholders to drive projects strategies in accordance with the clients' Change Management methodologies.


Key Responsibilities: 
  • Manage change initiatives within the Call Centre Operation: Liaising with external clients and internal stakeholders to lead and implement change initiatives related to business process and technologies.
  • Ensure Operational Excellence: Managing a team of SME’s to deliver short and long-term goals, and KPIs in line with the operational plan.
  • Support Contact Centre Operations with Change: Leading SME’s to support the reinforcement of change initiatives.
  • Design and develop relevant business tools to assist with change: Creating and managing measurement systems to track adoption, utilization and the proficiency of individual changes.
  • Client Focus: Engaging with the client to ensure an understanding of the current company culture, and jointly develop a change adoption plan.
 
Key Requirements: 
  • A minimum of 3 - 5 years’ experience in Call Centre Operations
  • Acute business acumen and understanding of Contact Centre organizational issues and challenges
  • Experience and knowledge of change management principles and methodologies
  • Prince2 or MSP (Managing Successful Programs) plus strong working skills in Visio and Microsoft applications
  • The successful candidate must be willing to work nights
 
If you have not had any response in two weeks, please consider your vacancy application unsuccessful. Your profile will be kept on our database for any other suitable roles / positions which may become available in the future.
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