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