Description
The consultant will be responsibility for:
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Analyse current Customer Service Centre model in Supply Chain, to identify improvement areas (Quick wins)
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From a business perspective; Establish recommendation for an exportable, future (to-be) Customer Service Centre model based on current environment
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Ensure that the right processes and technology are in place so that the organization can meet its business goals.
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Demonstrate hands-on practical approach on how to implement a high quality Customer Service Centre solution
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Identify consequences/risks of changing current Service Centre model
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Facilitate and lead business requirement workshops
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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:
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ensure optimized use of current tools (eg email, telephony, fax) to enhance quality of solution
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identify future toolset to support future requirements
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establish recommendation/roadmap for future (existing or new location) Customer Service Centre solution
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ensure cost saving
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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.
Estimated Full time work for a 3-6 month period. Start up as soon as possible.
Mandatory Fields
Description of Mandatory Fields
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
Experience in planning, design and implementation of Service Center models/organizations in similar organizations
SME qualifications:
Business experience is key, not just technology, but how to run/operate a ServiceCenter
Experience from implementation of Service Center in other similar companies
Understand business requirements gathering methodology
Knowledge of what is the best type of solutions, supported by internal technical resources
Expert on assessment activities (eg facilitate and lead workshops, interviews)
Formal Education Guide (if applicable)
Education, certification and knowledge
Level/requirement qualification
Please insert Knowledge description required
Very high
Languages
Language requirements
English: Native/Fluent