We’re supporting a leading international insurance group in a large-scale transformation of its customer contact center.

La siguiente información ofrece un resumen de las habilidades, cualidades y cualificaciones necesarias para este puesto.

We’re looking for a senior program leader to coordinate business, operations and technology teams across multiple countries, with a strong focus on operational outcomes and adoption.
The opportunityLead the program from mobilisation through deployment and operational handover, aligning business priorities, customer experience and delivery across countries.
What you’ll doCoordinate business, customer operations, technology teams and external partners across multiple workstreams.
Engage business stakeholders to understand their needs, translate them into clear priorities and manage expectations.
Build and maintain the roadmap, governance, milestones, dependencies, risks and issues.
Track budgets, resources, vendors, KPIs and expected business benefits.
Drive business readiness, change management,



training, adoption, cutover, hypercare and transition to operations.
Keep customer and agent experience at the centre of program decisions.
What we’re looking forStrong experience leading large-scale, international transformation programs in Contact Center, Customer Service or Customer Experience environments.
A business and operations-led approach to program delivery, with the ability to work effectively with technology teams and suppliers.
Experience coordinating distributed teams and senior stakeholders across Business, Operations and IT.
Strong program governance, planning, risk, budget, resource and vendor management skills.
Excellent communication and stakeholder management skills. xqbhyrx Experience with CCaaS platforms such as Genesys Cloud CX, and with contact center integrations involving CRM, case management, telephony, data or reporting.

📌 Senior Program Manager – Contact Center Transformation (Barcelona)
🏢 Talent-C
📍 Barcelona