Contact Centre Programme Director - FTC

Contact Centre Programme Director - FTC

Posted 1 week ago by JSS Transform

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Negotiable
Undetermined
Undetermined
England, United Kingdom
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Agile Methodology Application Programming Interface (API) Artificial Intelligence Automation Cloud Computing Cloud Technology Executive Leadership Genesys Google Cloud Key Performance Indicators (KPIs) Management Microsoft Azure Nice (Unix Utility) Predictive Analytics Project Management Restructuring (Business) Salesforce Sentiment Analysis Stakeholder Engagement Stakeholder Management Workflows

Summary: A global logistics company is seeking a visionary Project Director to lead a significant transformation of its contact centre operations, aiming to reduce the operational footprint by 50% within three years while doubling productivity through AI and automation. The role involves overseeing a 1,400-person operation and implementing a future-ready contact centre model. The successful candidate will drive strategic transformation, technology enablement, and operational restructuring while managing change and stakeholder engagement. This position is a fixed-term contract lasting 12 months or more.

Key Responsibilities:

  • Design and deliver a future-ready contact centre model that integrates digital-first strategies, intelligent automation, and AI-driven customer engagement.
  • Lead the implementation of cutting-edge solutions including AI-powered virtual agents and chatbots, predictive analytics, sentiment analysis, intelligent routing, RPA, and cloud-based omnichannel platforms.
  • Redesign team structures, workflows, and service models to support a leaner, more agile operation.
  • Drive measurable improvements in efficiency, customer satisfaction, and employee engagement through smart tooling and data insights.
  • Lead cultural and behavioural change, including reskilling programmes to support AI adoption and digital fluency across the workforce.
  • Collaborate with internal teams, technology partners, and executive leadership to ensure alignment and successful delivery.
  • Establish programme governance, track KPIs, and report progress to senior stakeholders and transformation sponsors.

Key Skills:

  • Proven experience leading large-scale contact centre transformation programmes.
  • Deep understanding of AI, automation, and digital technologies in customer operations.
  • Experience in logistics, retail, or large-scale service environments.
  • Strong leadership and stakeholder management capabilities.
  • Ability to manage complex, multi-year programmes with significant change impact.
  • Degree in Business, Technology, or Operations.
  • Certifications in Project Management (e.g., PMP, Prince2) and/or Agile delivery.
  • Familiarity with platforms such as Salesforce, NICE, Genesys, Five9, or similar.
  • Exposure to AI/ML tools (e.g., Azure AI, Google Cloud AI, OpenAI APIs).

Salary (Rate): undetermined

City: undetermined

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: Other

Detailed Description From Employer:

Contact Centre Programme Director

Location: UK Wide

Reporting to: Group Chief Transformation Officer

Contract Type: 12+ months FTC

Role Summary: A global logistics company is undertaking a bold transformation of its contact centre operations. We are seeking a visionary Project Director to lead this programme, overseeing the complete revamp of a 1,400-person operation. The goal: reduce the operational footprint by 50% within three years while doubling productivity, powered by AI, automation, and next-generation technologies.

Key Responsibilities:

  • Strategic Transformation Leadership: Design and deliver a future-ready contact centre model that integrates digital-first strategies, intelligent automation, and AI-driven customer engagement.
  • Technology Enablement: Lead the implementation of cutting-edge solutions including: AI-powered virtual agents and chatbots, Predictive analytics for demand and workforce planning, Sentiment analysis and intelligent routing, Robotic Process Automation (RPA) for repetitive tasks, Cloud-based omnichannel platforms for seamless customer interaction.
  • Operational Restructuring: Redesign team structures, workflows, and service models to support a leaner, more agile operation.
  • Performance & Productivity: Drive measurable improvements in efficiency, customer satisfaction, and employee engagement through smart tooling and data insights.
  • Change Management & Workforce Evolution: Lead cultural and behavioural change, including reskilling programmes to support AI adoption and digital fluency across the workforce.
  • Stakeholder Engagement: Collaborate with internal teams, technology partners, and executive leadership to ensure alignment and successful delivery.
  • Governance & Reporting: Establish programme governance, track KPIs, and report progress to senior stakeholders and transformation sponsors.

Required Experience & Skills:

  • Proven experience leading large-scale contact centre transformation programmes.
  • Deep understanding of AI, automation, and digital technologies in customer operations.
  • Experience in logistics, retail, or large-scale service environments.
  • Strong leadership and stakeholder management capabilities.
  • Ability to manage complex, multi-year programmes with significant change impact.

Desirable Qualifications:

  • Degree in Business, Technology, or Operations.
  • Certifications in Project Management (e.g., PMP, Prince2) and/or Agile delivery.
  • Familiarity with platforms such as Salesforce, NICE, Genesys, Five9, or similar.
  • Exposure to AI/ML tools (e.g., Azure AI, Google Cloud AI, OpenAI APIs).
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