Consultant to launch/improve call center operations targeted at SMEs

Project status
Project start date
Unsure
Project posted
12 Feb 2018 08:36
Project duration (approx.)
48.0 Days
Budget (approx.)
£1000 / day
Level of Experience
Senior
Area of expertise
Operations
Consultant location
Off-site

Objectives and Key Deliverables

I am running a project at two portfolio companies to improve a call center based retention / help desk and ultimately customer success capability. Think 20-30 people that do inbound and outbound sales on a reactive and predictive fashion, in a highly commercial and closely managed way. Both businesses deal with SMEs.

I’m looking for someone who has led a call center based retention or customer success / loyalty effort in a subscription business focused on retention – first that come to mind are telcos and cable players, but could also be other businesses (roadside assistance, monitored alarms etc). Could be residential / B2C or small business (but not medium / large enterprise given different sales cycles and retention dynamics).

Candidate can be based anywhere in Europe. Ideally someone who is able to spend several days a week travelling but we’d consider as little as 1-2 days per week depending on the candidate. Could be two different people for both assignments or one person that works on both.

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