Transformation Specialist
6 days ago
We're seeking a seasoned Transformation Specialist to drive the implementation of technology system change in our contact centre environment. This involves preparing and supporting Contact Centre teams to switch to using cloud-based telephony and workforce management applications. To achieve this, we need someone who can capture learning from the change management approach to apply it to future changes.
The challenges for this role include:
- Enabling 400+ Contact Centre staff to adapt to new cloud-based telephony and workforce management applications.
- Contact Centre staff are based at one of two locations or work as Home Agents.
- Different Contact Centre teams will use the new applications.
- Maintaining continuity of service for those supported by the Contact Centre.
Required Skills and Qualifications:
- Proven experience implementing technology system change in a Contact Centre environment.
- Strong communication and stakeholder engagement skills.
- Self-directed with a proactive approach.
- Adaptable with the ability to pivot when new challenges arise.
- Resilient with a focus on delivering outcomes within constraints.
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