Contact Centre Solutions Lead

Job Overview

  • Salary Offer Up to £80,000 Per Annum
  • Salary Ranges £70.000 ~ £80.000
  • Experience Level Senior
  • Total Years Experience 5~10

Solution- Pre-sales Contact Centre-Omni-Chanel- Customer Experience- Contact Centre Technology

Contact Centre Solutions Lead-REMOTE

£80,0000 Per Annum + Benefits + Bonus

Remote with some travel

We are currently recruiting for an experienced Contact Centre Solutions Lead to join a rapidly expanding business based remotely with some travel across the UK. You will be responsible for the technical pre-sales activity, and the design and delivery of business-critical digital Customer Experience implementation projects.

Key Responsibilities;

  • Develop relationships across all areas of the business to enable the delivery of multi-channel Contact Centre solutions.
  • Assess As-is and To-be requirements, translate user stories into digital solutions.
  • Create contact centre designs and associated costings and bid documentation
  • Build and develop prototype or productionised solutions for demo purposes.
  • Identify opportunities to leverage new technology into current and future designs.
  • Develop requirements into a clear, defined solutions supporting and driving Customer Experience and improving Customer Insight and Analytics.
  • Manage multiple workstreams for solution design and delivery and identify opportunities for additional solution sales
  • Create proposals and Business development strategy working closely with senior leaders.
  • Drive the delivery of project around customer experience from inception to deployment of re-designed processes.

 

Experience Required;

  • BPO Consulting expertise is essential, and must have the ability to utilise a quantitative, analytical and problem-solving approach
  • Technical and operational delivery of Contact Centre/Customer Experience Projects
  • Automation, RPA, Multi-channel Contact Centre channel, front and back-office operations and analytics understanding from a technical perspective
  • Design of customer journeys across multiple departments.
  • End to end solution delivery within an agile environment for analysis, design and implementation.
  • Solid understanding of Contact Centre Technology including cloud based platforms ( Genesys Cloud, NICE InContact, Amazon Connect)
  • Experience of technical pre-sales activity, bid writing, proposal development and external client engagement utilising a consultative approach.

 

If your experience matches the above description please apply for immediate consideration or contact Victoria on 07469857669 or Victoria@wearecmr.com

 

Project- Contact Centre-Omni-Chanel- Customer Experience- Contact Centre Technology

 

 

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