Senior Business Consultant - Service Call Centre

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 saving
-

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