This role involves leading a team of 6 direct reports, supporting the customer contact centre in executing an operating model that delivers strong customer and business outcomes. The successful candidate will have the ability to articulate key messages and recommendations across organisational layers.
As a leader, you will oversee the central engagement model for contact centres, ensuring the right decision makers and teams are engaged on change activities. You will also analyse operational and performance impacts of change activities and inform benefit/cost forecasts.