Business Consulting Manager reporting to the Board of Randstad Contact Center.Managing the day-to-day activities of the Business Consulting team that comprised:- Internal and external consultancy services focused on optimizing Contact Centers’ operational efficiency and profitability;- Sales letters and commercial support to branch managers;- Developing and managing scripts, reports, CRM and task management;- Analyzing and implementing planning and rostering best… Show more Business Consulting Manager reporting to the Board of Randstad Contact Center.Managing the day-to-day activities of the Business Consulting team that comprised:- Internal and external consultancy services focused on optimizing Contact Centers’ operational efficiency and profitability;- Sales letters and commercial support to branch managers;- Developing and managing scripts, reports, CRM and task management;- Analyzing and implementing planning and rostering best practices (WFM);- Quality management and KPIs development. Show less

Managing the daily activities of the internal cluster/satellite including:- P&L accountability- Developing and managing scripts, reports, CRM and task management;- Sales letters and commercial support to branch managers;- Developing and implementing Quality Management processes and policies;- Root-cause analysis and implementing corrective actions.

- P&L accountability- Analysis and development of smart scripts to improve customer loyalty programs;- Analysis of Real Time Decision (RTD) tools;- Development and implementation of commercial procedures to support sales activities and loyalty programs;- Deliver sales and customer loyalty training actions.

- Management of inbound and outbound campaigns associated to customer loyalty programs / improvement;- Training manager (customer care, sales and complaints);- Implementation and management of loyalty programs for the Phone, Mobile and Broadband products and services;- Implementation and management of customers’ SLAs.

- Contact center data analysis (ACD / Data warehouse);- Development of operational reports;- Invoice management;- Inbound and outbound resource planning (rostering, IVRs, quality assurance, etc.);- Internal website management;- Support of training sessions.

- Inbound and outbound calls quality control;- Development of processes, procedures and quality reports;- Creation and development of training syllabus with a special focus on team members’ refreshment and new products and services;- Product and service concept development.

- Shift management;- Team members’ performance review assessments;- Complaints’ management;- Produce operational reports to improve KPI analysis.