Project Manager â Contact Centre Transformation
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Summary
Project manager leading business delivery for a major Australian super fund's contact centre transformation programme, covering agent desktop modernisation, near-real-time member data and AI in contact centre operations. The role coordinates technology, operations and member experience teams and directs the BAs.
The Opportunity A major Australian super fund is bringing member servicing in-house from its outsourced administrator. The contact centre has already moved across, and the next workstreams are agent desktop modernisation, near-real-time member data and AI across contact centre operations. You'll lead business delivery across the programme, working between technology, operations and member experience teams. You'll direct the BAs and keep a complex group of stakeholders aligned. Key Responsibilit…