Contact Centre - Project/Delivery Manager in London

This role is responsible for providing technical operation service, consulting, and implementation services within the European Regional Office for a Global Multinational Electronics Corporation. This client leads the market in cutting-edge consumer and business technology across Europe.

The successful candidate will use deep and strong knowledge of Customer Service business practices and business application knowledge to drive European-wide operational excellence. Experience and knowledge in Enterprise Software Solutions consulting are highly beneficial.

Key Responsibilities:

• European Operational Oversight: Supervise performance across all Contact Centre channels (voice, chat, social, in-app) at local and regional levels.
• Strategy & Targets: Build core CS metric targets in collaboration with Global HQ and local European subsidiaries.
• Quality & Consistency: Develop, lead, and enforce European CS operation guidelines and policies across all customer touchpoints.
• Audit & Improvement: Manage BPO audit planning and conduct regular vendor quality audits, including mystery shopping initiatives.
• Commercial Management: Investigate, analyse, and advise on operation costs for optimisation, and manage the review of contractual terms (SOWs, pricing, SLAs).
• Vendor Management: Handle all aspects of vendor logistics, including search, location changes, and managing key performance information.
• Insight & Reporting: Perform regular benchmarking, run automated reports, and present insightful performance scorecards to management.
• eCommerce Strategy: Develop the overall European strategy for eStore Contact Centre operations, creating guidelines to support both quality KPIs and sales boosting.
• Issue Resolution: Act as the key liaison to resolve local and regional Contact Centre quality and operational disputes.

Key Skills:

• Minimum of 3 years experience as a Team Leader, Data Analyst, Quality, or Training Manager within a BPO/Contact Centre or as a Manager in a Brand’s CS/Contact Centre Team.
• Strong analytical, presentation, and MS Office skills, coupled with a high degree of self-motivation.
• Familiarity with CaaS systems (e.g., SAP, Salesforce, Hybris) and associated processes.
• Excellent arbitration and coordination skills to manage potential disputes between BPOs / subsidiaries / HQ.
• Data/information literacy skills for gaining valuable insights.
• Strong inter-personal skills in an inter-cultural working environment.
• Flexibility and willingness to travel within and outside of Europe as required.
• Desirable: Comprehensive understanding/knowledge of the latest Contact Centre solutions/platforms and voice networks (IVR, CTI, etc.).

Please apply for further information.