Contact Centre Consultant - London - Financial Services

Contact Centre Consultant - London - Financial Services

Contact Centre Consultant is required for a leading Financial Services client based in London.  As the Contact Centre Consultant you will be working on a Contact Centre implementation.  You will be working with the Business Analysts and will help inform them inform what good looks like in terms of Contact Centre process implementation taking into consideration what can be achieved via Salesforce, as well as Provide QA activity to the requirements gathering work going forward.  You will also be assessing  the Firms and Consumer Contact Centre strategy, Identifying and defining contact management functionality to improve customer satisfaction within the contact centre.

Experience

- Strong experience in Financial Services sector
- Strong experience of contact centre build or process design in centres handling complex queries through multiple contact channels
- A strong business focused business analyst
- Proactive/Self-starter
- Strong communication skills and able to influence senior business stakeholders
- Team Player
- Strong consumer facing experience
- Multi-channel contact experience including chat and social media integration
- Experience of leading a contact management operation