Responsible for providing subject matter expertise and consultancy around operational efficiency and excellence, including target operating model, operational KPI’s, frontline agent knowledge requirements and capability and training and coaching in order to maximise performance.

Be a flexible, self-motivated individual with experience of working on a number of projects concurrently, responsible for providing senior level consulting to support both internal and client projects. Have strong client-facing and teamwork skills, demonstrating leadership to motivate others and the ability to define a shared vision for the long-term project goal, effectively delegating where appropriate.

Provide strong delivery capabilities and leadership within our delivery teams, including:

• Understanding how project deliverables support our clients 'bigger picture’ and / or strategy of a client organisation • Being able to lead / contribute to a range of duties and/or tasks required to support client delivery
• The ability to quickly build a detailed knowledge of Sagacity’s product offerings, technologies and industry sectors for the clients you support with a • holistic understanding of how they can apply across a range of challenges
• Effectively managing a client’s project scope, ensuring that results are delivered on time and to an exceptional standard
• Creation and thought leadership of project deliverables, meeting content and meeting outputs targeted to the audience which facilitates effective decision making
• Being detail orientated, providing quality assurance to deliverables such as reviewing documentation produced and ensuring high quality communication with our clients, whilst coaching and supporting delivery team members
• Adding value to a deliverable where possible, always questioning the 'why, what, when’ and 'so what’ of project outputs and turning data into • actionable insight for our clients
• Management of stakeholder relationships, project meetings / working groups, steering meetings and Quarterly Business Reviews (where appropriate) with the ability to influence and facilitate effective decision making
• Identifying roadblocks before they occur and unblocking / turning them into opportunities
• Using excellent problem-solving skills to develop creative solutions to meet the challenges that our clients face through advanced business analysis
• Ongoing management of the client programme plan, ensuring that high quality project governance and documentation is in place to support client delivery, and that project status reporting is accurate, timely and relevant
• Pro-actively planning and managing the delivery team resources against project deliverables to enable successful client deliveries
• Identifying and submitting further client development opportunities to the Commercial Product Management, Customer Engagement and Client Services Teams

Knowledge and Experience

Essential:

For this role we are seeking a professional with strong operational/contact centre experience including:

• A deep understanding of contact centre operating models and performance metrics
• Hands on experience managing or supporting day to day operations
• The ability to develop and deliver effective training material, tailored to operational needs
• Coaching of frontline teams to maximise performance and encourage continuous improvement
• Experience in Project Management, Business Analysis, Change Management and/or Strategy
• Have highly competent communication skills, being able to tailor messaging based on the audience including the ability to interact with C-suite stakeholders
• High competency in applications such as Word, Excel, PowerPoint, Microsoft Project, Outlook, Teams,
• Extremely high competency in time management and organisation skills

Desirable:

• Utilities, Financial Services, Telecoms background
• Proven project management skills (MSP, Prince II)
• Business analysis skills
• PMO experience
• Coaching / training