We need a seasoned, self-directed Change Manager who has experience implementing technology system change in a contact centre environment. The challenge is to prepare and support the Contact Centre teams to switch to using two core applications in the cloud (telephony and workforce management). Further system replacement change in the Contact Centre is likely to follow, so learning from the change management approach needs to be captured so that it can be applied to future changes.

The challenges for the Change Manager will include:

• Enabling 400+ Contact Centre staff to switch to using new cloud-based telephony and workforce management applications (task management to remain on the existing platform at this stage).
• Contact Centre staff are either based at one of two locations (Wellington and Auckland) or are Home Agents who work at home.
• Different Contact Centre teams will use the new applications.
• Maintaining continuity of service for the people that the Contact Centre support and serve.

Skills and Experience:

• Has experience implementing technology system change in a Contact Centre (preferably in a Public Service Agency).
• Has strong communication and stakeholder engagement skills (Internal Communications support will be limited to advice and guidance).
• Is self-directed (takes the initiative and makes things happen within the agreed scope).
• Is adaptable (is flexible with their approach when new challenges or requirements emerge and can pivot to adjust plans and activities).
• Is resilient (takes setbacks or challenges in their stride and see these as an opportunity to learn and improve).
• Is pragmatic (takes into account time and resource constraints and other change that is planned to deliver the outcomes required in a way that minimises business disruption).

If you're experienced at implementing technology change in a contact centre environment, I would love to hear from you, send your cover letter and CV to Bella at: bella.richardson@beyond.co.nz

To be considered for this role you must be in New Zealand with the legal right to work.

Job reference: 129455