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Operational Architect

Publish Date:  Jan 7, 2022
Location: 

UK Wide, UK Wide, GB-United Kingdom

Company:  Atos

About Atos

Atos is a global leader in digital transformation with 110,000 employees in 73 countries and annual revenue of € 12 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos|Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

 

The opportunity!

We are looking for an Operations Architect with significant Contact centre expertise specifically to support the Solution Director through the Business Transformation Services sales campaign. In order for BTS to achieve its growth ambitions and meet the demand pipeline, the team is looking for Operational Architects and Contact Centre SMEs to join our team.

If you are a forward-thinking person, who loves working in a fast-paced environment, then, read below!

 

Responsibilities

Develop comprehensive solutions, designed to meet both the needs of our clients and align with the operational requirements of our delivery organisation.

Work with the Solution Director and coordinate the work with various professionals, Operation delivery leads and technical leads to develop target an operating model, underpinned by robust transformation plans and compelling business cases.

Key areas of responsibility:

  • Target operating model design
  • Target state service / process design using a range of transformation levers to drive value
  • Operational modelling including work force management / optimisation
  • Operation / solution Due diligence
  • Write compelling responses to client questions (RFI, RFP, BAFO)
  • Client demos and presentations including supporting dialogue workshops
  • Supporting internal governance process sign-off
  • Close alignment with existing operational partners supporting solution integration and sign off
  • Working with other workstreams to ensure Operational requirements are understood and delivered.

 

Requirements

  • Experience in previous contact centre / BPO Bid work – solution design and bid writing
  • Experience of running a sizeable multi-channel Contact Centre and delivering to all SLAs/critical metrics
  • Experience of redefining contact centres and front and back-office operations using transformation levers such as customer experience / Human centred design, Lean / six sigma, automation, digital engagement
  • Business and operational knowledge of omni-channel contact centre technology including telephony and IVR (also call deflection/self-serve and voice biometrics), Email. Webchat, Social Media
  • SME experience of contact centre associated performance tools and solutions eg Workforce Management, Quality/FCR measurement, Complaint Management, Voice Analytics and Insight tools
  • Experience in leading people and understanding all factors that influence impact on both operational performance and customer experience
  • Operational modelling experience including sizing an operation with sound understanding of AHT/wrap, capacity planning and shrinkage
  • Previous experience of delivering to various channel shift strategies
  • Knowledge of homeworking and off-shore delivery models
  • A teammate capable of working on difficult cases in large teams in a pressured work environment.
  • Can identify business/project risk and mitigate or communicate as needed. Ability to assist in contract discussions, around operational SLAs/critical metrics
  • Ability to understand P&L and be a key contributor to cost model and pricing. Able to quickly identify, understand and translate the customer’s requirements and expectations.
  • The ability to identify innovative ways that differentiate Atos solutions
  • Open to taking full responsibility for the appropriateness of proposed solutions
  • Cope well while under pressure and remaining decisive
  • Experienced in delivering solutions that are commercially viable
  • Proficient English language written and verbal. Capable of interacting with partners at all levels
  • Strong interpersonal skills.
  • Capable of articulating the precise benefits of BPS and Atos solutions in any given situation appropriately to the target audience
  • Experience in presentations to senior management level both internally and within the client arena in the bid process
  • Good PowerPoint, Word, Excel, Visio skills
  • This role will involve circa 50-75% travel to either Atos or client locations (post pandemic).

 

Base location: Home / No Fixed

 

Skills we can’t do without:

  • Strong grasp of current and emerging BPS developments and industry trends
  • Successfully run existing contact centre front or back-office operations or experience of significantly redefining operations
  • Strong communication and inter-personal and skills
  • Can-do and go-getter demeanour
  • strong operational / commercial awareness
  • Comfortable presenting to clients and facilitating workshops
  • Experience of O365 tools (word, PowerPoint, excel)

 

Skills we’d like:

  • Operational experience and / or operational transformation
  • Demonstrate very high levels of proactivity and initiative
  • Ideally educated to a degree level
  • Experience in a regulated environment
  • Financial Services, Pensions and Insurance experience

 

What we offer?

  • A competitive salary and attractive extra benefits
  • Internal and external training courses to help you improve.
  • Opportunity to work on exciting projects
  • Working in an innovative environment with motivated forward-thinking colleagues with 'go-getter' demeanour and a committed manager

 

Individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform important job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation!

 

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.

 

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