Unfortunately, this job is not active.

Head of Contact Centre Technology & Innovation

Job description

To develop, own and implement the Thomas Cook Group Contact Centre technology strategy in close cooperation with IT, identifying opportunities for improved levels of service, operational efficiencies / automation and revenue growth through utilisation of technology to deliver an industry leading customer contact experience across the Group.


Key accountabilities:

  • Own the development and implementation of the customer contact centre technology strategy for the Group (blueprints, guidelines etc.)
  • Use external market technology developments to identify opportunities to deliver best in class customer contact experiences across all source markets
  • Support the local contact centres in technology initiatives as well as any other contact centre issues with subject-matter expertise and ensure alignment across the contact centre community
  • Create compelling business cases for technology implementation, demonstrating a clear understanding of the contact centre people, process, technology and financial implications for any proposals.
  • Program manage the implementation of contact centre technology from business perspective
  • Engage and influence stakeholders to effectively execute all agreed transformation activity.
  • Work collaboratively with all key stakeholders to contribute to the strategy, objectives and transformation plan for all customer contact centres.


Skills, know-how and experience:

  • Expert knowledge of all relevant Contact Centre / Call Centre technology and products
  • Commercial acumen – entrepreneurial thinking
  • Proven track record of developing and implementing large scale contact centre transformation through implementation of technology solutions
  • Great interpersonal skills – ability to influence, lead and inspire others at most senior levels.
  • Programme Delivery / Project Management of large, complex, multinational technology implementation programmes and projects from a business perspective
  • Significant experience in leading / managing multinational contact centre technology environment
  • Strong analytical skills to develop compelling business cases for technology decisions


What can we offer you?

  • In return for your valuable contribution to the business you’ll receive a competitive salary, bonus, car allowance, private medical insurance, excellent holiday concessions, industry leading training, a contributory pension and a great flexible benefits package.  As a large global travel business with employees based throughout the world; including overseas, tour operations and an airline, the sky really is the limit for your career progression.

Extra information

Full UK/EU driving license preferred
Car Preferred
Must be eligible to work in the EU
Cover Letter Required

Register now!

Do you want to apply within one click and stay up to date on the newest vacancies that suit you? Signup as a student!

Sign up for free