Lead the planning and delivery of a complex, multi-workstream technology transition programme, establishing clear scope, objectives, governance, milestones, dependencies and deliverables.
Contact Centre Systems: Implementation, maintenance and support of contact centre solutions (e.g. Telephony, Live Chat, Chat/Voice bots or Customer Relationship Management systems)
Identify, log, and highlight blockers early — technical, hardware/procurement, staffing, or dependency-related — and drive them to resolution or escalation.
Manage the day-to-day operations and delivery of RPA and automation solutions, ensuring service stability, reliability and timely resolution of production issues.
Optimise product performance by analysing business metrics, identify gaps and recommending improvements area to drive profitability and continuous business growth