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Senior Project Manager - Improvement & Quality in Dundalk, Louth, Ireland

National Pen

Job Title: Senior Project Manager - CX Improvement & Quality - Contact Centre

Report to: Global VP Contact Centre

Location: Dundalk, Co Louth

Overview of Role:

We are seeking to hire a dedicated Senior Project Manager focused on the Contact Centre's Customer Experience Improvement programme and Quality for the next stage of our journey.

The primary goal of the team is to "Know Our Customers," "Listen to Our Customers," and "Make Things Easier for Them." Looking to continuously question and improve our internal processes and procedures that impact our customer and employees.

Main Responsibilities:

  • Establish industry best-in-class customer experiences for all interactions across the Contact Centre and back office functions within the organisation
  • Create the Customer Experience strategy and consistent evaluation of processes to develop efficiencies and drive continuous improvement initiatives
  • Design, Implement and lead key programs to operationalize the VOC customer strategy in the contact centres globally
  • Build a culture and system that inspires the Contact Centre's teams to become even more customer-centric in their efforts to support our customer needs by leveraging the customer insights generated from these teams
  • Serve as the voice for National Pen customers throughout business operations decisions to ensure a consistent experience
  • Collaborate with global sales, delivery teams, and customer groups to meet project milestones
  • Develop and run a clear commercial / ROI model for Customer Experience building out a suite of appropriate KPIs and reports
  • Define customer success metrics and satisfaction that align across teams
  • Develop dashboards, analytics, and maintain data integrity for reporting, for ongoing distribution and stakeholder presentations
  • Ensure customer priorities are considered in planning and budgeting processes
  • Align key leaders and stakeholders on the implementation and training of staff
  • Consistently seek ways to streamline the customer experience through continuous improvement initiatives and workflow automation
  • Constantly evaluate and implement the tools, processes and organizational support needed to provide this world class service while improving cost-to-serve metrics
  • Participate on cross-functional teams for key VOC projects and help guide the initiatives to achieve the desired outcome
  • Create and manage the culture change to become more customer focused including development of new internal programs such as CX training, Recognition, Communications
  • Collaborate with Finance, Quality and other cross-functional partners to identify cost/opportunity of recommended process improvements
  • Compile and manage Contact Centre Quality metrics and KPIs
  • Run scheduled and unannounced quality audits
  • Track / Report compliance to the output of audits and make recommendations to senior team

Required Experience:

  • 10+ years of experience in Contact Centre industry driving and facilitating continuous improvement
  • Six sigma black belt and lean expert preferably in both manufacturing and service organisation.
  • Experience translating data into strategies that have measurable impact
  • Ability to think big and understand complex feature sets
  • Ability to distil complicated topics into language that anyone can understand
  • Working knowledge of best practices for operational excellence and customer experience
  • Customer journey mapping experience a plus
  • Experience developing and operationalizing Voice of Customer strategies preferred
  • Strong analytical skills with the ability to translate data to insights leading to operational improvements
  • Experience leading customer experience and continuous improvement initiatives
  • Experience in change management
  • Experience in developing and/or leading training
  • Experience managing large, global teams that perform at scale
  • Self-motivated and able to manage multiple parallel projects
  • Excellent oral and written communication skills
  • Travel required

About National Pen

At National Pen we strive to be the worldwide leader in providing high value promotional products for businesses and professionals by providing expert knowledge and effective promotional products.

With a workforce from over 30 different countries with 18 working languages, we provide a very diverse and multi-cultural environment with on-going training to provide you with the tools to be successful.

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