facilitate ltd

IVR & Telephony Delivery Manager

LONDON

key risks and issues, and facilitate resolution Deliver regular reporting to management and stakeholders Responsibilities You will be responsible for taking ownership for the end-to-end communication of the project along with facilitate smooth...
Contract: Industry sectors:Accountancy Job Description The purpose of this role is to consolidate & drive strategic & tactical work within our IVR's for all customer-facing departments in UK R&D division of CPW Focus is to deliver 'world class' customer journey by ensuring customers receive a high level of consistent & appropriate service when calling. To reduce costs by containing more calls within the IVR's by developing self-serve /help opportunities within the IVR To ensure that customers are routed to the right agent - cost reduction in transfer rates Requirements The main duties & responsibilities are to Plan, Design ( including scripts & routing)& delivery of all IVR's in UK R&D To identify and determine the key capabilities required to deliver an excellent Customer Experience via our IVR's To support the Customer Experience strategy in the deployment and implementation, through driving & delivering projects throughout its lifecycle To proactively make the best use of various analysis done by other teams within customer Experience & the wider business and identify new opportunities for future projects Work with the other Customer Experience units (Operations and KM) to ensure business and project plans are coherent and consistent with the department's strategic aims. Take responsibility for delivering accurate and measurable return on investment statements at a project inception. Develop and maintain project, quality & risk plans, identifying critical milestones and monitoring delivery Identify key risks and issues, and facilitate resolution Deliver regular reporting to management and stakeholders Responsibilities You will be responsible for taking ownership for the end-to-end communication of the project along with facilitate smooth change management at every opportunity and every level of the business. Manage virtual project team i.e. project managers from other areas of the business / technology Help define and shape the team's ongoing business strategy and planning · To identify opportunities, issues / risks, dependencies of various other projects happening within the business and take appropriate actions. · Develop and proactively manage the expectations of the stakeholders from both internal & external partners. The Individual The ideal candidate for this role will need to Adopt a structured approach throughout the project lifecycle (Concept, Initiation, Manage Delivery, Launch, Post Implementation Review, and Project Closure Conduct business analysis, such as requirements gathering and process development Professional project management accreditation is preferable (i.e. PRINCE 2, APM, PMI etc) Strong demonstrable experience of managing telephony (IVR / VoIP etc) based system deployment and business change. You must possess strong demonstrable experience of managing telephony (IVR / VoIP etc) based system deployment and business change. · Working knowledge of Contact centre telephony infrastructure. · Track record of delivering projects to cost, schedule and quality · Experience of developing business case and demonstrating the return back to business. · Working Knowledge of MS office, reporting & analytical tools is essential.Excellent written and oral communications, reporting and presentation skills Desirable: Telecom Infrastructure background and knowledge of IVR design preferable. Experience of delivering projects with the 'Benefits Realisation' approach to Project Management Highly process aware, with a commitment to quality Ideally candidates should have held a similar role for a service provider, IVR supplier or telecom operator. · Experience of working with 'Redwood' & 'ICM' technology will be an added advantage. More details from recruiter's websiteMore jobs from this recruiterSend to a friendSave this jobPrint this page©2008 fish4 trading ltd. All rights reserved.Site helpUser termsPrivacy policyWork at fish4About fish4Contact fish4Media centre

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