Contact Centre Programme Director
Location: UK Wide
Reporting to: Group Chief Transformation Officer
Contract Type: 12+ months FTC
Role Summary : A global logistics company is undertaking a bold transformation of its contact centre operations. We are seeking a visionary Project Director to lead this programme, overseeing the complete revamp of a 1,400-person operation. The goal: reduce the operational footprint by 50% within three years while doubling productivity, powered by AI, automation, and next-generation technologies.
Key Responsibilities :
- Strategic Transformation Leadership: Design and deliver a future‑ready contact centre model that integrates digital‑first strategies, intelligent automation, and AI‑driven customer engagement.
- Technology Enablement: Lead the implementation of cutting‑edge solutions including:
- AI‑powered virtual agents and chatbots
- Predictive analytics for demand and workforce planning
- Sentiment analysis and intelligent routing
- Robotic Process Automation (RPA) for repetitive tasks
- Cloud‑based omnichannel platforms for seamless customer interaction
- Operational Restructuring: Redesign team structures, workflows, and service models to support a leaner, more agile operation.
- Performance & Productivity: Drive measurable improvements in efficiency, customer satisfaction, and employee engagement through smart tooling and data insights.
- Change Management & Workforce Evolution: Lead cultural and behavioural change, including reskilling programmes to support AI adoption and digital fluency across the workforce.
- Stakeholder Engagement: Collaborate with internal teams, technology partners, and executive leadership to ensure alignment and successful delivery.
- Governance & Reporting: Establish programme governance, track KPIs, and report progress to senior stakeholders and transformation sponsors.
Required Experience & Skills :
- Proven experience leading large‑scale contact centre transformation programmes.
- Deep understanding of AI, automation, and digital technologies in customer operations.
- Experience in logistics, retail, or large‑scale service environments.
- Strong leadership and stakeholder management capabilities.
- Ability to manage complex, multi‑year programmes with significant change impact.
Desirable Qualifications :
- Degree in Business, Technology, or Operations.
- Certifications in Project Management (e.g., PMP, Prince2) and / or Agile delivery.
- Familiarity with platforms such as Salesforce, NICE, Genesys, Five9, or similar.
- Exposure to AI / ML tools (e.g., Azure AI, Google Cloud AI, OpenAI APIs).
