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Senior Contact Centre Automation Specialist
2 weeks ago
Contact Centre Automation Lead
">We are seeking a highly skilled Contact Centre Automation Lead to join our team. As a key member of our organisation, you will be responsible for driving initiatives around contact centre automation and digital transformation.
Key Responsibilities">- Lead and manage automation initiatives in the contact centre environment, ensuring alignment with business objectives and goals.
- Develop and implement strategies for digital transformation, leveraging leading-edge technologies to enhance customer experiences.
- Collaborate with cross-functional teams to govern and manage program execution, ensuring timely delivery and quality outcomes.
- Engage with stakeholders to gather requirements, provide insights, and ensure solutions meet enterprise needs and standards.
- Conduct thorough process analysis and optimisation efforts to drive operational efficiencies and reduce costs.
- Integrate AI/ML capabilities into automation projects, enhancing the intelligence and responsiveness of contact centre solutions.
- Ensure robust project management practices, aligning initiatives with strategic objectives and measuring overall success.
To succeed in this role, you will need:
- In-depth experience with contact centre automation to streamline and optimise contact centre processes for improved efficiency and customer satisfaction.
- Proven expertise in digital transformation to drive technological advancements and implement innovative solutions.
- Advanced skills in programme governance to oversee and ensure adherence to project milestones and budgets.
- Strong analytical and problem-solving skills to identify and implement improvements in workflow efficiency and effectiveness.
This is an excellent opportunity to work with a dynamic team and contribute to the growth and success of our organisation. You will have the chance to develop your skills and expertise, and work on challenging projects that will make a real difference to our customers.
We offer a competitive salary and benefits package, as well as opportunities for career development and progression.
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