Customer Service Center Business SME consultant - Oslo, Norway - Engli

Oslo  ‐ Onsite
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Description

Customer Service Center Business SME consultant - Oslo, Norway - English speaking

(Service Centre Consultant, SME Consultant, Service Customer Service Centre, Subject Matter Expert)

One of our Blue Chip Clients is urgently looking for a Senior Customer Service Center Business SME consultant

Please find some details below:

Job description

The consultant will be responsibility for:

  • Analyse current Customer Service Centre model in Supply Chain, to identify improvement areas (Quick wins)
  • From a business perspective; Establish recommendation for an exportable, future (to-be) Customer Service Centre model based on current environment
  • Ensure that the right processes and technology are in place so that the organization can meet its business goals.
  • Demonstrate hands-on practical approach on how to implement a high quality Customer Service Centre solution
  • Identify consequences/risks of changing current Service Centre model
  • Facilitate and lead business requirement workshops
  • Good understanding of high level technical solution

High-Level description and objectives:

Define and implement an improved Service Centre structure, including roles, responsibilities, resources and tools, that will:

  • ensure optimized use of current tools (eg email, telephony, fax) to enhance quality of solution
  • identify future toolset to support future requirements
  • establish recommendation/roadmap for future (existing or new location) Customer Service Centre solution
  • ensure cost saving for the customer
  • ensure continued End User Satisfaction with IT

Analysis deliverables:

  • Business requirements
  • Recommended solutions and way forward
  • Cost analysis and estimates for different Customer Service Centre models
  • Expected outcome of assessment activities is an executive summary report with recommendations on most efficient to-be Service Centre model for the customer.

    Mandatory Fields

    Description of Mandatory Fields

    1. Senior business SME on; Customer Service Center analyst with In-depth knowledge of Service Center management and supporting IT tools (eg email) from a business perspective

    2. Experience in planning, design and implementation of Service Center models/organizations in similar organizations

    3. SME qualifications:

    a. Business experience is key, not just technology, but how to run/operate a Service Center

    b. Experience from implementation of Service Center in other similar companies

    c. Understand business requirements gathering methodology

    d. Knowledge of what is the best type of solutions, supported by internal technical resources

    e. Expert on assessment activities (eg facilitate and lead workshops, interviews)

    Please send CV for full details and immediate interviews. We are a preferred supplier to the client.

    Start date
    ASAP
    Duration
    3-6 months+
    (extension possible)
    From
    Octopus Computer Associates
    Published at
    09.05.2016
    Project ID:
    1125249
    Contract type
    Freelance
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