Global Contact Centre Optimisation Manager-London

Location: London

Salary: Up to £43,000

Job ID: 165580

This is a newly formed team, whose objective is to define the agenda and drive delivery of core strategic objectives to ensure Barclays Contact Centres, leverage best practice, technology platforms and infrastructure opportunities that are brought about by scaled operations globally.

The goal is to ensure a business that is set up to deliver world class customer service in an efficient and joined up manner with a reduced operating cost base and a workforce that is enthused and recognised as being the best in the class

 

Skills Required

  • Proven track record of developing and delivering strategic problem resolution through conceptual thinking.

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  • Detailed understanding of cost drivers across the business and ability to pull these levers with an understanding of impact across the balanced score card

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  • Ability to influence stakeholders at a senior level including communication and presentation skills

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  • Strong analytical background with experience of using relevant tools to create outputs that influence the acceptance of change

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  • Track record of change management and proven ability to influence the change and embedding new ideasin a business

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  • Ability to work under pressure, with self-discipline and motivation

  • Flexibility to travel (includes international travel)

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  • Experience in analysis, data gathering, data collation and data interpretation