Change Analyst/manager
2 days ago
12 month fixed term contract with the likelihood of being extended
- Exciting project involving transition of contact centre technologies
- Competitive rates in a hybrid work environment 1-2 days/week
Attribute group is proud to be partnering with a leading organisation that is seeking an experienced Change Analyst/Manager, to provide change, training and communication activities supporting the technology transitioning of their Contact centre technologies. The project involves uplifting their current Contact Centre with modern technologies.
**Responsibilities**:
- Creating change and adoption plans.
- Change impact and readiness assessment, to determine individual wants and needs of the key users that are impacted by the new Contact Centre technologies.
- Conducting focus groups of key users to determine the challenges and the ideal learning styles needed for transition.
- Training Needs analysis.
- Developing effective communication material that helps users to adopt the new technologies and emphasise the use and purpose of the tech.
- Developing end user training material for the new Contact Centre technology, including training content reference guides and FAQ's.
- Execution of the implementation and change activities, user awareness and training.
Experience needed:
- Demonstrated experience within change management and analysis.
- Experience working with Contact Centres and telephony tech.
- Working in fast paced environments.
- Agile methodologies.
- Worked in highly regulated product/services environments.
- Experience in creation, review and modification of training processes and content.
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