Operations Project Manager
Contact Centre Operations / Project Manager, Leeds, West Yorkshire
Circa £60,000 - £70,000 per annum + benefits and bonus.
My Client, is looking to recruit a dynamic, focussed and established “hands on” Operations / Project Manager for their contact centre in Leeds. With a proven contact centre Operations Project Management background you will be required to manage this site with some travel required to London on occasion.
This role demands high energy levels, a positive outlook and the ability to enthuse colleagues and business partners. You will also demonstrate a willingness to “get your hands dirty” as this is essential in a small dynamic company such as this.
The Company:
Entrepreneurial, Focused and Lean, Informal, but Disciplined – Professional, Performance Driven and People centred / Fun.
Purpose of the Role:
The Operations Project Manager will be responsible for the management and coordination of the end-to-end Operations work stream on the TOSCA migration, reporting into the Director of Operations. This is a ‘hands-on’ role, requiring a project manager with either credit card contact centre expertise, or a proven understanding of activities underpinning a credit card book migration. The successful individual must be results driven, with an ability to manage conflicting priorities and lean resource allocation to tight deadlines.
Team Goals Key Milestones:
(Exact KPIs to be established)
· Support Operations work stream by designing a robust and credible implementation plan.
· Support Operations work stream by managing and allocating resources, resolving conflicts in priorities, and flagging issues in a timely fashion.
· Support operations with workload execution where time and skill-sets permit.
· Ensure operations work stream delivers all aspects of the migration successfully.
· Line management of Business Analyst resources.
Key Role Responsibilities:
· Credit card operations and / or credit card migration background required
· Proven ability to help operations team prioritise activities
· Proven ability to support the business with task completion
· Proven ability to juggle projects and resources with changing requirements and priorities
· Proven ability to deliver projects to tight deadlines
· Proven ability of negotiation and conflict resolution
· Proven solid project management experience
· Degree qualified or equivalent experience
· Experience with project budgeting and control
· Proven ability to deliver projects on time and to budget
· Proven ability to work effectively with senior management
Competencies Required:
Influence Negotiation skills Credit Card / Migration Experience
Project Performance Management Working effectively with others
Results Driven Adaptability
Problem Solving / Decision Making / Conflict Resolution
Suggested Core Competencies:
Credit Card / Migration Experience Working effectively with others
Communication skills Management /Leadership
Project Performance Management Creativity Innovation
Time Management Conflict Resolution
Leadership Problem Solving / Decision Making
Adaptability Influence Negotiation
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