Halfords

Job Purpose

We are looking for a Contact Centre Project Manager to work as part of our Transformation team. You will represent contact centre interests in business wide projects where we are a key stakeholder, and manage Contact Centre projects and change. You will be responsible for defining requirements and scope, engaging stakeholders and identifying risk.

Key Responsibilities

• Lead delivery of large Contact Centre initiated projects
• Represent Contact Centre in business-wide projects where we are a key stakeholder, ensuring scope / delivery aligns with our strategy
• Maintain effective relationships with stakeholders to ensure cross-functional alignment and business ownership
• Manage risks and issues, escalating as appropriate
• Produce and maintain project plans and critical paths, providing required reporting, including RAG project status reports
• Identify resource requirements and assign individual responsibilities
• Clearly and concisely communicate project progress and status to stakeholders
• Organise and lead review meetings and co-ordinate decision-making
• Work with Transformation & Digital Experience Lead to support project tracking, budget adherence and milestone management
• Track and report post-delivery benefits
• End-to-end project delivery, ensuring adequate documentation, testing, PIR’s and stakeholder sign-off
• Understand commercial drivers and strategy to ensure appropriate project prioritisation

Key Skills / Experience

• Demonstrate “above the line” thinking
• Proven track record of successfully delivering projects (or workstreams) to timeline and cost
• Hands-on approach, delivery focussed
• Exceptional communication, as well influencing and listening skills
• Able to resolve tough issues decisively
• Strong collaborative worker
• Experience of working in a variety of projects simultaneously
• Proven people and stakeholder management skills at all levels of the organisation