Contact Centre Project Analyst

I’m working with an established organisation within the Utility Market who are looking to recruit a Contact Centre Project Analyst. Based in Sunderland the role is for a 9-month fixed term contract. You will be responsible for supporting the business with the upgrading of a new Contact Centre Telephony Platform. Key Responsibilities Represent the Contact Centre throughout the project ensuring requirements are clearly understood and captured Support the facilitation of workshops with key stakeholders Work with potential supplier gaining an in depth understanding of the technology that is available for acquisition Participate in the supplier evaluation process Gain full understanding of the current Contact Centre technology ensuring a smooth transition to new systems Support impact assessments to appraise changes that are proposed that will impact the Contact Centre Comprehensively test any changes to technology before they are made live Actively support the design and delivery of new technology and/or processes Support the delivery of proof of concept trials and measure their effectiveness Support the Project Manager with the preparation of project documentation Ensure training material is available for colleagues that demonstrates how to effectively utilise new technology Provide early life support for any changes that are made Share knowledge, skills and best practice supporting the development of other colleagues within the Contact Centre You will be Customer focussed, Analytical, results driven, take personal ownership and a self-starter Qualifications & Attributes Essential Qualifications and Experience NVQ Level 4 / HNC or equivalent Experience of working with Contact Centre technology including telephony systems Relevant experience in a similar Project / Analyst role Knowledge and experience of business change / transformation projects Evidence of ability to work with and influence key Stakeholders Experience of leading the facilitation of workshops and presentations to Stakeholders Advanced IT skills including experience of Microsoft Office Background in Customer Service Salary: £28,000 - £30,000 Plus excellent benefits