Head of Contact Centre Technology & Innovation

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.