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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.

Further Information

Published at
24-10-2017
Full UK/EU driving license preferred
No
Car Preferred
No
Must be eligible to work in the EU
No
Cover Letter Required
No

Unfortunately, this vacancy is no longer active

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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 ...

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