Description
Senior SME - Senior Call Centre (Service centre, supply chain, Oslo)
We are currently looking for a Senior SME - Service Call Centre Consultant to be based Full time in Oslo, Norway.
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 savings
- ensure continued End User Satisfaction with IT
Analysis deliverables:
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