Beschreibung
Job Title: Customer Operations Technical Subject Matter Expert (Bi-Lingual German and English speaking)
Type: Contract
Duration: 9 months
Location: Hamburg, Germany
Rate: €760 per day
Start: ASAP
Purpose of role
We are looking for Consultants with Subject Matter Expertise in the area of operations Technology to play a key role in delivery of client Transition & Transformation Programmes. You will bring experience of delivering complex programmes in a change environment including improvements to customer experience, telephony, networks, infrastructure services and process efficiency.
The Transition & Transformation programmes we deliver are some of the most complex in Europe and often include the transfer of large or whole parts of an organisation across People, Processes and Technology. Successful candidates will need to demonstrate experience of working as part of a multi-disciplinary transition & transformation team with both client side and delivery capability, delivering change in their relevant areas of expertise.
Key Accountabilities
- The programme will be requiring technology skills and support in the following areas:
- Telephony SME - the design, build, deployment and support of new and enhanced telephony platforms including knowledge and skills in IVR, ACD, WFM, Voice Recording, call distribution and configuration.
- Networks SME - the design, build, configuration and support of WAN, LAN, Internet connectivity, Firewalls, switch and Routers.
- Infrastructure Services SME - the design, build, deployment and support of Physical Services, Virtual Services, Storage Arrays, backup devices, Disaster Recovery approach (RPO/RTO).
- Customer Services Technology SME - the design, build, deployment and support of a multi-channel engagement platform including voice, webchat, co-browse, web, Whitemail (paper), email and SMS channels. Support technologies including Knowledge Management, Smart Phone applications, and digital interaction. An understanding of Customer Services metrics and how technology can influence them including lower Average Handling Time (AHT), Frist Contact resolution (FCR), CSAT and NPS scores.
- Reviewing technology services and processes on your own, as part of a team or leading a workstream
- Working with business users to extract business, functional and non-functional requirements using techniques such as interactive design sessions, SME Interviews, and requirements workshops.
- Liaising with business stakeholders in order to elicit, analyse, communicate and validate requirements and processes as part of wider transition programmes
- Take ownership to ensure the technology solution is designed, built, tested and deployed correctly to deliver the business requirements and outcomes.
- Providing input to support project management, and governance processes and procedures
- Building client relationships through joint working and engagement with your counterparts within the client organisation
About you
Skills and Experience
- Experience of working within customer operations and management of customer operational across a number of channels, including - contact centres, digital, email/whitemail.
- Strong understanding of Customer Experience tools and techniques, including - telephony platforms, CRMs, Web CMS, Knowledge Management, Workforce Management, Workforce management, Performance and Quality Management, use of Insight and driving channel shift, etc.
- Demonstrable experience of implementing projects and programmes across services and processes in the private sector, Telecoms specifically and also private sector services industry (eg local and central government, utilities, financial services industry police and justice, and social care)
- Ability to understand, explain and present complex business problems, at all levels of the organisation, in a persuasive and convincing manner
- Liaison with business stakeholders in order to elicit, analyse, communicate and validate requirements and processes.
- Confident with all types and manufactures of technology and not just a single solution
- Must have excellent communication skills (oral and written) and able to develop strong relationships with stakeholders, clients and colleagues.
- Experience in technology configuration and managing other SMEs to deliver to business requirements
Personal Attributes
- Committed to supporting our clients to successfully deliver Transition programmes
- Able to work collaboratively with clients and colleagues. Good listener/communicator. Consults with others; Prepares for discussions; escalates when appropriate. Constructively challenges others and when challenged receives this openly
- A self-starter with the ability to show initiative and work without supervision. Proactive, thinks ahead and takes steps to avert problems. Pragmatic in finding solutions
- Seek out and tackle issues that will prevent the delivery of business benefits, facilitating open communication and discussion between stakeholders
- Able to deliver under pressure, to tight timescales, and coping with changing priorities. Tenacious when dealing with setbacks; sees things through
- Flexibility to travel (specifically Poland and Germany).
Academic and Professional Qualifications
- Applicable technology and manufacturer qualifications eg Cisco Certification CCNA
- Holds a relevant professional body qualification/accreditation (eg ITIL or Prince2)