Job title: Project Support Lead (12-month contract)
Office location with hybrid working: Belgrade
About the role and the Team:
The role holder should support Customer Service organization in digital transformation projects (replacement of call management platform, ticketing and workforce management tools). Role holder will (analyze and evaluate) collect and document customer service software requirements, design and functionalities based on the business need and support projects throughout their life cycle. Role holder should ensure that project deliverables meet business requirements.
What will you be doing?
Project lead
- Responsibility for specific aspects of projects (requirements collection, participation in design sessions, user acceptance testing, project verification)
- Track project development and regularly report on project progress to relevant stakeholders
- Provide required information and regular feedback to project manager and other project stakeholders in a timely manner
- Collaborate with department teams and other stakeholders to understand business need and gather business requirements.
- Identify project risks and blockers and communicate/escalate them to project manager
- Lead user acceptance testing from business side
- Ensure that project deliverables and functionalities meet industry standards and business requirements
Technical support
- Analyze, interpret and map customer service procedures and schemas
- Create and maintain documentation on business requirements, guidelines and support documentation on implemented solutions for different department users (admins, supervisors, agents, etc.)
- Assist with the administration of the phone, ticketing and WFM systems, including agent setup, modifying call/ticket routing, and user customization. Undertake special assignments, research, or other related tasks if needed.
- Maintain awareness of emerging technologies and industry trends, engage in professional development through reading, workshops, and training sessions
Other
- Responsible for regular communication with stakeholders, including team members, senior managers and external vendors, to ensure everyone is up-to-date on project progress
- Responsible for organization of employee trainings for all groups of business users ahead of project rollout
What we are looking for:
- Familiarity with Contact Center operations and technology software and tools
- At least 2 years of experience in technical project documentation (and writing)
- Ability to understand technical concepts and explain them to the audience
- Ability to analyze, interpret and map procedures and schemas
- Strong communication skills both verbal and written
Why work for us?
We're in your corner and our vision is to be the UK's most loved and desired broadband provider, that shows the way broadband is done!
Awarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023. We're also very proud to have been awarded Great Place to Work Certification (2022-23) and UK's Best Workplaces for Wellbeing (2022)
In our Belgrade office, we work with our UK colleagues in a shared mission: to gigabit Britain. Our office started up in 2013 with what was then 20 developers, now we're more than 700 people and about to move into our brand-new offices. Do you want to be a part of our next adventure?
Going beyond the expected
Whatever we're doing – whether we're liaising with our customers, delivering our network, or working on our company strategy, going beyond the expected is the benchmark for everything we do. How we work is shaped by our three culture principles:
- We work smarter, together
- We stay focused
- We strive for excellence
Some of our key Benefits:
- Competitive salary
- Global Remote working for up to 2 week per year for those who are able to work remotely
- 25 days' paid holiday increasing each year, to a max of 35
- Extra days off for your birthday, move house and volunteer
- Partnership with SOS Children's Village
- Private medical insurance
- Travel discounts
- Fit Pass discount
- Technology discount
- Team sports activities
- Massages in the office
- Sweet Tuesdays
What happens next?
- You apply (please send us your CV in English)
- We carefully review your application
- We'll get back to you — even if it's a no (for now)
Hyperoptic Ltd
We’re Hyperoptic, and we’re building a hyperfast full fibre broadband network in the UK. Our teams are located across the UK and Belgrade, Serbia From our skilled engineers to our award-winning customer service agents, everyone has an important role to play in making the fibre magic happen. We have the ambition, the tenacity, and the talent to keep leading the way for others to follow. Going beyond the expected Whatever we’re doing – whether we’re liaising with property professionals,…
Iskustva zaposlenih
"There is never a dull moment in customer support! A typical day involves lots of multitasking: from assisting our customers over the phone or online to helping each other out or collaborating on ideas ... " Pročitajte celo iskustvo
Beneficije
- Additional days off
- Hybrid work model
- Family & parenthood
- Company discount
- Trainings, courses, conferences
- Awards, bonuses, gifts
- Private health insurance
- Work equipment provided
- Food and drinks
- Wellness
- Education, professional development