Project Manager - Fully Remote Assignment

Duration: 09-Nov-2020 - 30-Apr-2021 with option to extend

Project Manager to assist in the Capacity enhancement CSC

Background

Acceleration of online sales and a deteriorating supply situation has led to doubling of customer contact into CSC’s. Supervisory Board has now approved extra funding to the CSCs to substantially move the CX outcomes. Funding is provided to cover the interim period (Nov-Apr) before supply improves and digital self-service ramps up.

The client want to achieve higher availability and accessibility for our customers and the primary focus will be to lowering our waiting times and use more efficient and enjoyable contact methods (i.e. chat). The client have decided to mainly focus on top volume countries that also have a low performance.

The client want to hire a Project Manager that takes the lead in the capacity enhancement activity in the country CSCs. He/she will work with the dedicated team within Group and Digital organization to make this capacity enhancement in the countries happen.

This means taking the full umbrella view on both outsourcing implementation progress in the countries, internal country recruitment, needed country technology development, required resources etc.

The project manager shall establish the appropriate governance routines with all stakeholder groups and be in full control of action list and risks. He/she will also monitor decided Performance Indicators closely to make sure we move in the right direction and drive mitigation activities if desired movement is not happening. He/she will follow and report on progress to CSC Mgmt. He/she will work to remove any obstacles that stands in the way of success and escalate to CSC management when needed.

Requirements:

• Demand: Project management skills required through running complex business projects that also include a technology component,
• Stakeholder management,
• Experience from working globally
• Desire: Contact centre experience, Outsourcing experience.

Three most important things

1.Project management

2.Stakeholder management

3. Global experience