At a Glance
- Tasks: Lead operational recovery and optimise processes in a dynamic call centre environment.
- Company: Join a major organisation focused on customer service excellence.
- Benefits: Competitive daily rate, flexible work location, and potential for contract extension.
- Other info: Fast-paced role with opportunities for professional growth and development.
- Why this job: Make a real impact by stabilising operations and enhancing customer experiences.
- Qualifications: Experience in contact centres and proficiency in Dynamics 365 required.
CSC Operations Project Manager (Dynamics 365) – Urgent Contract
Role Type: 4-Month Contract (Potential to Extend)
Rate: £550 - £600 per day Outside IR35
Location: Leicester (2 days a week)
The Role
We are partnering with a major organization to recruit an embedded Operations Project Manager / Service Recovery Lead for their Customer Service Centre (CSC). Following a recent Microsoft Dynamics 365 rollout, this hands-on role is focused entirely on frontline operational stabilization, backlog reduction, and process optimization. Note: You are not owning the overarching CRM tech program. Instead, you will act as the vital bridge between frontline customer operations and the technology teams to fix post-go-live bottlenecks.
Key Responsibilities (First 3 Months)
- Operational Recovery: Coordinate recovery actions across tech and ops teams to reduce email/case backlogs and stabilize multi-channel service delivery.
- Root Cause Diagnosis: Analyze post-implementation pain points to determine if challenges stem from process design, D365 configuration, data quality, or user adoption.
- D365 Optimization: Partner with IT to review and optimize workflow automation, queue structures, business rules, and routing logic.
- Process Mapping: Document 'as-is' and design 'to-be' workflows to eliminate duplication, inefficiencies, and unnecessary customer demand.
- Data Insight: Collate call volumes, case trends, and queue data to provide actionable, insight-led recommendations to leadership.
What We Need From You
- Contact Centre Expertise: Proven experience as an Operations Lead, Recovery Project Manager, or Senior BA in high-volume customer service environments.
- Strong Case Management: Deep expertise in managing complex case (email) management systems and backlog clearance.
- Dynamics 365 Proficiency: Direct, hands-on experience with D365 customer service functionality (queues, routing, workflows, and dashboards).
- Process Improvement: Strong background in 'as-is'/'to-be' process mapping and continuous improvement.
- Data & Analytical Skills: Ability to manipulate multiple operational data sources into clear, actionable customer journey narratives.
- Mindset: Resilient, pace-driven, and comfortable challenging existing ways of working under pressure.
Project Manager - Call Centre in Leicester employer: TalentHawk
As a leading organisation in the customer service sector, we pride ourselves on fostering a dynamic and supportive work environment in Leicester. Our commitment to employee growth is evident through continuous training opportunities and a culture that encourages innovation and collaboration. With competitive rates and the chance to make a significant impact on operational efficiency, this role offers a rewarding experience for those looking to advance their careers in project management.
StudySmarter Expert Advice🤫
We think this is how you could land Project Manager - Call Centre in Leicester
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like TalentHawk.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like TalentHawk. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Project Manager - Call Centre in Leicester
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to TalentHawk.
How to prepare for a job interview at TalentHawk
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in TalentHawk's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services TalentHawk offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
