Call centre optimisation- preference for Europe based

Project status
Project start date
18 Feb 2019
Project posted
25 Jan 2019 15:27
Project duration (approx.)
3.0 Months
Budget (approx.)
£700 / day
Industry
Medical Devices / Technology
Area of expertise
Operations
Consultant location
Off-site

Objectives and Key Deliverables

Context:

One of the world's leading blood glucose management companies has multiple outsourced contact centres with a cost base of about $10-11 million, supporting both regulated complaint capture in an environment where accuracy and timeliness is critical

The business is looking to transform this cost using a variety of levers - e.g., negotiation with service providers, improved document flow and staffing patterns leading to savings, introduction of lean techniques, migrating callers from contact centre to digital, etc.

We are looking to hire a high calibre resource to lead this transformation.

What we are looking for in the right candidate:

Experience of leading call centre/ contact centre transformations (including procurement, operational efficiency improvement/lean, long-term geographic strategy, etc.)

Experience of building business cases and making convincing pitches to internal leadership

Ability to work in close coordination with call-centre management team

Ideally have experience in a regulated (health care) industry and an understanding of the criticality of complaint capture

Expected duration: 6 months

Work location:

Flexible, our preference will be as follows:
1 week in Scotland, 1 week working from home
Occasional travel to US and other contact centre locations

Start date: as soon as possible

Compensation:

Negotiable for the right candidate
Travel expenses as applicable
VAT as applicable

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