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My client is a multi-national telecoms provider with both on and offshore / in and outsourced field engineer support call centres.

Reporting to the Service Director, you will monitor and ensure all programmes within the division (1000+ FTE) are successful - in terms of process, budget (over £14m), quality and service recovery. Working with internal customers, you will also develop service requirement plans for 2 other divisions and work closely with the on-site Vendor Manager to ensure the effectiveness of their delivery through a BPO. (Will include travel to India).

KEY SKILLS

• Track record in call centre operations, process and project management
• Hands on programme P&L management
• Analytical and strategic with the ability to monitor performance stats to develop service recovery plans and optimise delivery
• Understanding of supplier relationships with BPOs, Telco experience would be advantageous

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Published at 30-04-2008
Viewed: 162 times