Call Center Consultant

We are currently in search for a Call Center Consultant.

This position will be the point of contact for our 3rd party Vendor for Customer Service - Help Desk which oversees our technical, billing and help desk functions.  Responsibilities include providing forecasts, reveiw daily/weekly/monthly metrics to SLA's.  You will provide guidance to the vendor on general call center functions, quality assurance reviews and process improvements.  All geared to ensure quality service while managing to talk times as contracted.

- Point of contact forvendor during the analysis phase - technical and billing help desk functions.

-  Provide guidance in development of forecasts, reveiw daily/weekly/monthly metrics to SLA's. 

- Direct the Help Desk vendor on general call center functions, quality assurance reviews and process improvements.  All geared to ensure quality service while managing to (or decreasing) the handle times as contracted. 

- Need to be knowledgeable of current tools and technology available

- Experience in managing call center functions remotely or through a vendor

 

For immediate consideration email resume to mcagle@oasisadvantage.com