Our client operates a customer service with multiple service providers. Due to the restructuring of the customer service, the effort to manage has increased significantly. To secure the operational day-to-day business, operational support is needed
- Operational management of external service providers / customer service
- Ensuring agreed SLAs and KPIs
- Creating forecast planning for customer contact channels for telephone & written communication
- Coordinating the staffing plans of external providers based on the forecast planning and SLAs
- Billing (including checking & validating) of external services
- Participation in and organization of regular meetings