FILLED Call Centre Architect (ref DM4229)

Call Centre Architect - Debt Collection,
Interim - 16 Months,
Competitive Rate,
North London,
Immediate Start.


Role Summary

Our client is a UK Retailer embarking on a business critical programme to centralize its debt collection teams to a single Call Centre, involving significant changes to its IT Systems, processes and people.

A project team, led by the Collection Director, is being mobilised and there is a need to bring in a consultant with extensive experience of process and people implications associated with call centre operations.

The successful candidate will ideally have been involved in a number of call centre projects preferably involving debt collection/billing.

Details

The Consultant will be part of a team and and will be responsible for

* Ensuring that the new Processes, in the call centre and remaining in the branches, are well designed and fit for purpose

* Understanding the implications of the process and technology changes on the client's personnel

* Ensuring that People affected by the changes are fully aware of the new processes and willing and able to work with them

* Liaising and directing a 3rd Party Supplier responsible for delivery of the newly centralised services.

Key skills and Requirements

Mandatory

* Several projects implementing Call Centres operations from a people and process persective
* At least 15 years experience of Change Manage Projects
* Experience working with an outsource service provider

Desirable

* Experience of Collections and Debt Management