An opportunity has arisen for a Senior Customer Management Centre Technology Manager to join our team. Reporting to the Head of CMC Digital and Technology you will be accountable for the successful development and delivery of the technology product(s) used within contact centres to program, quality and budget.
Senior Contact Centre Technology Manager – the role
As a Senior Customer Management Centre Technology Manager you will be accountable for the delivery of the technical product roadmap in conjunction with IT, providing a clear and compelling picture of where the product is going and the course by which it might get there. You will prevent the company from wasting the time and money on a poor opportunity OR missing a great opportunity by identifying and assessing product opportunities.
You will need to have expert knowledge of all relevant Contact Centre technologies and products and work closely with the IT and Development managers to ensure alignment in the execution of processes and projects. You’ll be required to provide architects with an understanding of the future operating model and direction of the product for them to design the blueprint and to help reduce the risk of rebuilding services. You will have the ability to work holistically across all the products to align to the 5 year strategy as well as understanding the detail.
You will effectively manage a team of technical delivery and product managers including the assignment of work, personal development and career planning. As the team expands you will be required to work closely with colleagues to embed agile ways of working.
You will have the ability to develop and maintain excellent stakeholder and 3rd party relationships through earned mutual respect and ability to persuade using facts, logic and passion around the customer and product. You will be the primary point of contact and escalation for any issues that arise.
Senior Contact Centre Technology Manager – the person
You will have excellent understanding of what technology is being used within contact centres, how they work together and interact, as well as the impact of that technology on the experience.
You’ll have a proven track record of developing and implementing large scale contact centre transformation through implementation of technology solutions.
Great interpersonal skills – ability to influence, lead and inspire others at most senior levels across business and Technology arenas
You will be pragmatic, having the willingness and insight into scaling back or create multiple projects and make immediate calls in order to meet customer expectations.
You will be data driven, understanding the core and secondary metrics: why we use them, when new ones are needed, how to use analytics to determine where there are issues and what those issues might be.
In addition to a competitive salary and an exciting working environment, other benefits include a holiday allowance which starts at 24 days per year (increasing with service), share save scheme, discretionary annual bonus, staff discount in the Argos/Habitat/Sainsbury’s stores and company pension scheme.
Argos is currently leading the way as a multi-channel digital retailer. With over 800 stores, one of the most visited websites in the UK and our Fast Track proposition, Argos currently is at the forefront of the retail world with a market leading proposition. Now Argos is part of Sainsbury’s there has never been a more exciting time to join the business. With so much opportunity now is the time to apply and start your new journey with us.