Contact Centre Systems Project Manager

United Kingdom
12 Nov 2017
18 Nov 2017
Contract Type
Full Time
Job Description Contact Centre Systems Project Manager (07386) Description When it comes to innovation and achievement there are few organisationswith a better track record. Join us and youll be able to play a bigpart in the success of our highly successful, fast-paced business thatopens up Europe so people can exercise their get-up-and-go. With over250 aircraft flying over 700 routes to more than 30 countries, were theUKs largest airline, the fourth largest in Europe and the tenth largestin the world. Flying over 70 million passengers a year, we employ over10,000 people. Its big-scale stuff and were still growing. easyJet operates 5 multilingual contact centres serving the needs ofour customers. The contact centres exist primarily to deal with customerservice enquiries, such as booking problems and changes, as opposed tosales. Our 700+ customer service agents use several systems to supportthe service. The key systems in use include our in-house developedreservation management system, and Verints case management system. Wealso have knowledge management systems, IVR and CRM integration inplace. We have mapped out a development roadmap of systems changes andenhancements aimed at reducing AHT and contact centre costs throughoptimising processes, better integration of systems, promoting self-helpand implementing new initiatives (social media, Smart IVR, Service bots, DPA). We are looking for an accomplished Project Manager with deep knowledgeof customer service technology to take ownership of this roadmap anddrive it through to achieve rapid incremental improvements for ourcontact centres and other customer service touchpoints. The role will suit a proactive individual with demonstrated experiencein Project Management with an excellent knowledge and successful trackrecord of customer service and contact centre systems delivery. The role will cover the following main elements: - 1. Establish a team to deliver end to end projects in the commercialsystems area, from requirements analysis, solution designs, teststrategy, development, delivery and through to service transition. 2. Lead the project team within the commercial systems area. Ensuringthe team is working together to collaboratively deliver the requiredoutputs in order to meet project and programme timelines. 3. Develop and foster great relationships with business stakeholdersand product owners in the customer service and marketing functions. 4. Manage the working relationship and performance of software andservice suppliers (Sopra, Verint etc) 5. Bring a disciplined approach, to ensure key project lifecycle stagesand standards applied. 6. Ensure that the solutions delivered are fit for purpose and meetdefined acceptance criteria. 7. Develop, manage and track the plans for the delivery of theprojects. Requirements of the Role We are looking for someone with the following skills; Essential > Highly experienced contact centre systems manager > Exceptional stakeholder management skills > Project integration management, including developing projectcharters; planning, monitoring, and controlling project work; andperforming change control and close out activities > Utilizes project management tools for management of an overallProject Plan spanning pre-Requisite For Proposal (RFP), RFP, anddevelopment/implementation phases, including task tracking, reportingstatus, financial tracking, and resource utilization reporting.Preferably PRINCE2 qualified or similar > Good finance and budget management > Strong supplier management skills > Management of the RFP and Source Selection process and of theselected Contractor during development and implementation throughsuccessful system delivery > First hand delivery knowledge of contact systems, preferably Kana,but knowledge of similar (Chordiant, Pega, Siebel) of value > Experience of successfully owning the relationship with andmanaging systems integrator, software and service provider relationshipsand ensuring that KPIs are met around the delivery (cost, time, quality) Desirable > Jira for Agile development sprints & task/issue tracking > A technical background > Airline/Travel industry experience Business Area: Project Management Primary Location: United Kingdom-London-London Luton Airport Organisation: Information Technology (IT) Schedule: Full-time - provided by Dice AGILE, CRM, JIRA, KNOWLEDGE MANAGEMENT, PRINCE2, PROJECT MANAGEMENT, REQUIREMENTS ANALYSIS, SAP CRM, STAKEHOLDER MANAGEMENT, SUPPLIER MANAGEMENT