Full delivery accountability of end to end contact centre projects to meet the agreed business requirements within timescale and quality criteria working with relevant resources both within the department, elsewhere in the business and externally to achieve the desired result.

Key Responsibilities

• To lead or oversee all internal and external contact centre designated projects.
• Produce project planning documents and ITG documentation and agree with contact centre management outline plan for each project undertaken.
• Prioritise successfully to ensure multiple projects are managed to completion.
• To establish working groups to deliver projects within required timescales.
• To manage individuals ability to deliver tasks within timescales within the department
• To represent the depaartment in cross functional project groups and communicate progress effectively back into the department at an appropriate level and pitch.
• Lead departmental project groups to ensure service throughout major festival meetings achieves minimum kpi standards.

Key Accountabilities

• Apply knowledge of tools and technology to make correct decisions for issues affecting project delivery.
• Maintain regular contact with all interested parties and project team members adequately communicating current project status at all times.
• Review each project undertaken at completion, compile learnings and communicate within the business.
• To pro-actively raise business issues with key stakeholders within the business and seek best resolution.
• Oversee ongoing departmental projects (e.g. routing, segmentation, call classification) to ensure they continue to progress at all times.
• Work effectively with operational peer group within Customer Support, Telephone Betting & other functions within the business.

Required

• Project Management and delivery experience
• Betting & Gaming Industry Experience
• Experience of working in a large multi-skilled call centre.
• Intermediate user of Microsoft Office, especially Excel & Access
• Excellent written and oral skills.

Preferred

• Management of direct reports
• Proficient in using Google products i.e. docs, Gmail
• ability to build and manage relationships both internally and externally

One of the most exciting aspects about working for Ladbrokes is our approach to Reward. We have developed a number of award winning programmes that demonstrate our commitment to ensuring we recognise great performance. Every customer-facing role in our shops and every position in our Head Office has the potential to earn a competitive bonus. Plus there are fun and innovative incentive and recognition programmes operated throughout our retail estate.