Job Description
We are seeking a dynamic and experienced Change Manager to lead the transformation of contact centre operations within the utilities sector. The ideal candidate will have a strong background in change management, with hands-on experience in managing large-scale contact centre transformations or migrations. You will be responsible for ensuring the successful adoption of new processes, systems, and technologies, driving operational efficiencies, and improving customer experience.
Key Responsibilities:
- Lead and manage change initiatives related to contact centre transformation and migration in the utilities industry.
- Develop and execute change management strategies, ensuring smooth transitions for both staff and customers.
- Collaborate with cross-functional teams to align changes with business objectives.
- Provide leadership, training, and support to employees through periods of change.
- Monitor and measure the impact of changes, implementing improvements where necessary.
- Proven experience in change management within the utilities or contact centre environment.
- Strong knowledge of contact centre transformation processes and technologies.
- Excellent communication and stakeholder management skills.
