Overview
The Technical Programme Manager will lead a focused effort on optimizing end-to-end customer journeys and operational processes within a contact centre environment. This role is particularly well-suited for candidates with strong experience in process mapping and a background in sectors such as telecoms or utilities. The contractor will work collaboratively with various stakeholders to identify inefficiencies, enhance customer satisfaction metrics, and drive measurable improvements throughout the contract period.
Responsibilities
- Map end-to-end customer journeys, including sales, provisioning, and billing.
- Document front-office and back-office processes, outlining systems and dependencies.
- Analyze operational performance data to identify key cost drivers and performance metrics.
- Assess customer journeys to identify friction points affecting customer satisfaction.
- Deliver a prioritized backlog of initiatives to optimize processes and reduce costs.
- Develop clear artefacts such as process maps and customer journey maps.
- Conduct root-cause analysis to highlight pain points and recommend solutions.
- Define practical implementation plans for improvement initiatives.
Requirements
- Proven experience in contact centre transformation and optimization.
- Strong expertise in process mapping and customer journey mapping.
- Experience in reducing cost to serve and managing contact volumes.
- Strong analytical capability with comfort in handling operational data.
- Background in telecoms, utilities, or high-volume service environments.
- Excellent stakeholder engagement and facilitation skills.
- Ability to operate in fast-moving and ambiguous environments.
- Hands-on experience delivering measurable improvements in customer experience.