Contact Centre Consultant
Bolton, Lancashire, United Kingdom
The Bridge IT Recruitment
transformation initiatives to replace legacy call centre systems with modern, efficient technologies. - Collaborate with stakeholders to design and implement scalable contact centre solutions. - Monitor and improve operational performance, ensuring service levels and KPIs are consistently met. - Provide expert advice on best practices in contact centre management and customer engagement. - Manage vendor relationships and ensure seamless integration of outsourced … teams and manage multiple projects - Analytical skills to monitor performance metrics and drive improvements - Vendor and supplier management experience - Change management and training delivery - Strategic planning and operational execution - Customer experience and service excellence focus Software/Tools - Contact centre platforms (e.g. Genesys, Avaya, NICE) - CRM systems (e.g. Salesforce, Microsoft Dynamics) - Workforce management and analytics tools - Digital communication … channels (chat, email, social media platforms) Certifications & Standards - Relevant contact centre or customer service management certifications (desirable) - ITIL Foundation (desirable) - Project management qualifications (e.g. PRINCE2, Agile) beneficial but not essential More ❯
Employment Type: Contract
Rate: GBP Annual
Posted: