Senior SME - Senior Call Centre (Service Centre, Supply Chain, Oslo)

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:

- 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

- 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)