This temporary assignment focuses on leading and professionalizing the Customer Contact Center activities of an animal care organization. Currently, various locations support by answering phone calls, scheduling appointments, answering questions, and forwarding calls to the correct location. These activities are currently carried out from several small Customer Contact Centers spread across the country. The goal for the coming year is to connect a significant portion of the locations to a new way of working.
What you do
- Lead the project to expand Customer Contact Center activities with a 4th location
- Search for a suitable, centrally located site for the new Customer Contact Center
- Set up workstations for the required number of agents (with expansion possibilities)
- Implement systems, dashboards, and working methods (according to a successful international model)
- Recruit agents and set up processes around training, quality, service
- Collaborate with the Customer Contact Center Manager to develop scripts, procedures
- Possibly draw up a plan to encourage locations to join
What they ask
- Minimum 5 years of experience as a Project or Implementation Manager
- Experience with change management, call centers, or customer contact environments is a must
Profile
- Empathetic and strong communicator
- Able to create buy-in
- Firm but also approachable and collaborative
- Able to independently take responsibility for the successful implementation of the project
How to apply
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