Description
Business Operations ConsultantOur client, a global leader of ICT solutions is recruiting for a Business Operations Consultant to join their business in Romania.
Position Title: Business Operations Consultant
Position Type: Contract
Start Date: April 2018
Location: Romania
Contact: Oriana Manda |
Responsibilities:
- Map out the next best platform for global service center.
- Analyze the gap like workforce management optimization, quality monitoring and/or operational concerns between our client and industry best service centers, especially compared to HP and Cisco.
- Make the incisive and practical action plan that empowers centers to make changes quickly and efficiently.
- On-site observing our client’s operations and making real-time suggestions for improvement, and off-site generating a high-level plan with actionable and prioritized recommendations for advancing the service center towards best practice.
- A full operational assessment with a comprehensive and holistic review and analysis of our global service center, and typically covers the following areas: organizational alignment, customer access strategy, recruiting/hiring, on-boarding/training, quality assurance, performance management/coaching, workforce management, knowledge management, systems (ACD, WFM, IVR, QA, KM, etc.), employee feedback/engagement, customer feedback, process improvement and self-service.
- Deliver a full operational assessment including a comprehensive and highly-detailed report of findings that provides a gap analysis to best practice, recommendations and prioritized corrective actions, and a fully mature business case analysis to support the findings.
Qualifications:
- 20+ years of work experience
- HPE, CISCO or EMC Technical Support Center Operation Management experience
- Strong business experience in Operational Processes areas with excellent project management and process development skills;
- Fluency in English; Other foreign languages such as German, French, Spanish, Italian, Chinese would be an advantage;
For more details contact: sales(at)manningglobal com
Quoting reference: RO_MGOMBOC_8860
Or call Oriana on: