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Support the customer service assessment
Conduct interviews with customer contacts during an assessment
Write reports
Identify & evaluate measures
Create PPT presentations
Deliver presentations to management
Expert in customer service with at least 5 years of relevant experience, as a consultant or in an internal role
Expertise in quantitative analysis & management of a customer service organization is essential
Knowledge of industry-standard metrics and benchmarks required
Technology experience in a customer service environment
Resilient and communicative at senior management level