FILLED Contact Centre Design SME (ref DB6145)
Interim Contact Centre Design SME,
Financial Services,
3
months +,
Canary Wharf,
market rate,
July start
Application Deadline: Friday 21st June.
Role Summary
Our financial services client is at the design stage of
an internal programme to deliver a
multi-channel contact centre incorporating Salesforce.com.
They require an interim consultant with deep expertise in
designing multi-channel Contact Centres to incorporate best practices in
relation to contact centre functionality, processes & procedures, &
implementation approach.
Details
Working closely with the Programme BA team, the primary
objective of this role is to define the optimum Contact Centre process
implementation taking into consideration what can be achieved via Salesforce.
Specific tasks include:
* Assessing the client's requirements and Consumer
Contact Centre strategy
* Providing QA activity into the requirements gathering
work being undertaken by Business
Analysts and Contact Centre SME
* defining contact management functionality to improve
customer satisfaction within the contact centre
* Identifying solutions to improve quality and
performance of the contact centre
particularly within chat and social media
* Business process optimisation of contact centre
processes
* Defining structured and actionable insights from the
contact centre
Key skills and Requirements
* Strong experience of contact centre build or process
design in centres handling complex queries through multiple contact channels
* Strong experience in Financial Services sector
* Deep understanding of multi-channel contact centre best
practice