Operational Embedding Lead - Hybrid/Helsinki

Gigged AI is an On demand talent marketplace specialising in the IT and technology sector. We have an opportunity live at the moment for a Operational Embedding Lead - Hybrid/Helsinki (2 days per week)

Operational Embedding Lead 

All proposals will be reviewed on the Gigged AI platform. In order to send a proposal please head to app.gigged.ai and create a free talent profile and apply to the role directly

All applicant proposals will be reviewed directly on the Gigged AI platform by the hiring manager.

• In order to send a proposal please follow the below steps
• head to app.gigged.ai and create a free talent profile
• once signed in, follow this link to the project - https://app.gigged.ai/find-a-gig/Oz5GpYajNW7
• you will now see a 'submit proposal' button
• please fill this in (intro, relevant experience, and attach CV to this)

Start Date: Mid-August

Preferred Location: Hybrid, Finland (Helsinki) 2 days a week

Language Requirements: English required

Engagement Length: Initial 12 weeks

Role Overview
The Operational Embedding Lead owns the “last mile” of the 12-week Programme recovery - making sure delivered changes (SLAs, routing, dashboards, AI intake, revised processes) actually change how the clients care teams work day to day, and that the improvement sticks after we step back.

The role sits close to CC Operations, drives adoption, coordinates UAT without disrupting live service, and transfers capability so the target operating model runs on the clients own team.

Skills & Experience Required

• Contact centre / customer service operations experience (SLAs, routing, backlog and queue management)
• Operational change and adoption - shifting front-line behaviour, not just documenting it
• Process redesign, playbooks and demand reduction
• Translating between business pain points and the technical build
• KPI baselining and value tracking against the re-baselined business case
• Stakeholder management across the entire model
• Delivery at pace, with strong knowledge transfer and a clean handover / exit

Desirable

• Familiarity with D365 Customer Service