Programme Manager - Business Transformation (Contact Centre)

Programme Manager - Business Transformation (Contact Centre) Contract Type: Daily Rate Contract Location: Dublin / Hybrid Working Daily Rate: Competitive (Depending on Experience) Contract Duration: (Up to end of year, with renewal) About: My client is embarking on a major business transformation initiative aimed at modernising their Contact Centre operations. To support this critical transformation, my client is seeking an experienced Programme Manager on a daily rate contract basis to lead and deliver this high-priority programme. The Role: As the Programme Manager, you will be responsible for the successful end-to-end delivery of a complex Contact Centre Transformation programme. This will involve improving operational processes, implementing new technologies, and enhancing the customer experience. You will work closely with cross-functional teams, senior stakeholders, and third-party vendors to ensure the programme delivers its business objectives on time and within budget. Key Responsibilities: Lead the delivery of the Contact Centre transformation programme, managing scope, schedule, budget, and resources. Define and execute the programme plan, ensuring alignment with the company's strategic objectives. Manage multiple workstreams, including technology upgrades, process improvements, and customer experience enhancements. Ensure effective stakeholder engagement and communication across various levels of the organisation. Manage risks, issues, and dependencies, implementing mitigation plans to ensure programme success. Oversee third-party vendor management, ensuring deliverables are met according to agreed timelines. Implement change management processes to drive adoption of new systems and processes within the Contact Centre. Track and report on programme performance, ensuring key milestones and success metrics are achieved.Key Requirements: Proven experience as a Programme Manager delivering large-scale business transformation programmes, ideally within Contact Centre environments. Strong knowledge of Contact Centre operations, systems, and technologies. Insurance Industry experience is essential. Exceptional stakeholder management and communication skills, with the ability to influence at all levels. Expertise in managing complex, multi-workstream programmes, with a track record of delivering on time and within budget. Experience with both Agile and Waterfall project management methodologies. Strong understanding of risk management, governance, and change management principles. Relevant certifications such as MSP, PRINCE2, PMP, or similar are advantageous.What's On Offer: Competitive daily rate based on experience. Immediate contract start with potential for extension. A high-profile programme with the opportunity to make a significant impact on the future of my clients Contact Centre. Work with a dynamic team in a fast-paced, results-driven environment.This is an immediate interview with an immediate start where applicable Applicants must be eligible to work full-time in the Republic of Ireland without restriction For more information please contact Scott Hool in confidence on +(phone number removed) or (url removed) Reperio Human Capital acts as an Employment Agency and an Employment Business