Description
Customer Service Centre Manager
Next Ventures are executing a search for a Customer Service Centre Manager to 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 savings
ensure continued End User Satisfaction with IT
Analysis deliverables:
1. Business requirements
2. Recommended solutions and way forward
3. 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.
Estimated Full time work for a 3-6 month period. Start up as soon as possible.
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
More information on application