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Subject Matter Expert for Customer Service Operations
Richmond, VirginiaThis is an excellent opportunity for a skilled professional looking to make a significant impact on a key client project by modernizing customer service operations and driving improvements for the future.
Job Title: Subject Matter Expert for Customer Service Operations
Duration: 18 months
Location: Downtown Richmond, Virginia (Onsite)
Key skills: Omni-channel contact centers, cloud-based ACDs, IVRs, workforce optimization, customer service management, talent acquisition, succession planning, training, quality assurance, workforce management, billing & finance, customer journey mapping, analytical skills, communication, performance management, collective bargaining, utility industry, project management, stakeholder collaboration, organizational readiness.
Job Description:
We are seeking a Subject Matter Expert (SME) for Customer Service Operations to collaborate on a transformative project aimed at modernizing the customer service delivery strategy for a key client. The ideal candidate will bring extensive experience in customer service operations, workforce management, and operational strategy, along with a deep understanding of omni-channel contact centers and cloud-based systems. This role will require expertise in developing operational benchmarks, competency models, and ensuring organizational readiness for a future state.
Key Responsibilities (Statement of Work):
Strong operational knowledge of omni-channel customer contact centers.
Expertise in managing teams using cloud-based ACDs, IVRs, and workforce optimization systems.
Extensive experience in building and managing customer service teams, including talent acquisition, succession planning, training, quality assurance, workforce management, and development.
Background in Billing and Finance, with the ability to adapt these skills to customer service operations.
Experience in developing customer journey maps to enhance the customer experience.
Excellent analytical and problem-solving skills, with the ability to drive actionable insights.
Strong communication and interpersonal skills to collaborate with teams and stakeholders effectively.
Proven ability to work effectively in a team environment and manage multiple priorities.
Experienced in performance management, including managing collective bargaining agreements (preferred).
Utility industry background is a plus, especially in the context of customer service operations.
ATTENTION: If you meet the qualifications outlined above, please submit your resume by January 6th, 2025, to be considered for this opportunity.
Note: Please be prepared for interviews in the week of January 13th, 2025.
Email your resume to: usjobs@mavensoft.com
To learn more about Mavensoft visit us online at http://www.mavensoft.com/
Job Title: Subject Matter Expert for Customer Service Operations
Duration: 18 months
Location: Downtown Richmond, Virginia (Onsite)
Key skills: Omni-channel contact centers, cloud-based ACDs, IVRs, workforce optimization, customer service management, talent acquisition, succession planning, training, quality assurance, workforce management, billing & finance, customer journey mapping, analytical skills, communication, performance management, collective bargaining, utility industry, project management, stakeholder collaboration, organizational readiness.
Job Description:
We are seeking a Subject Matter Expert (SME) for Customer Service Operations to collaborate on a transformative project aimed at modernizing the customer service delivery strategy for a key client. The ideal candidate will bring extensive experience in customer service operations, workforce management, and operational strategy, along with a deep understanding of omni-channel contact centers and cloud-based systems. This role will require expertise in developing operational benchmarks, competency models, and ensuring organizational readiness for a future state.
Key Responsibilities (Statement of Work):
- Collaborate on the creation of a modernized customer service delivery strategy, focusing on people, processes, and technology for the future state.
- Perform benchmarking to evaluate current processes and develop recommendations for KPIs/SLAs for future state operations.
- Develop a succession plan and competency model for the future state and align it with existing programs.
- Review current job descriptions and recommend updates to align essential duties and competencies with future state operations.
- Collaborate with project teams and stakeholders to ensure organizational readiness for the future state of customer service operations.
- Project Objectives: Ensure that the project schedule, scope, and budget are maintained throughout the engagement
Strong operational knowledge of omni-channel customer contact centers.
Expertise in managing teams using cloud-based ACDs, IVRs, and workforce optimization systems.
Extensive experience in building and managing customer service teams, including talent acquisition, succession planning, training, quality assurance, workforce management, and development.
Background in Billing and Finance, with the ability to adapt these skills to customer service operations.
Experience in developing customer journey maps to enhance the customer experience.
Excellent analytical and problem-solving skills, with the ability to drive actionable insights.
Strong communication and interpersonal skills to collaborate with teams and stakeholders effectively.
Proven ability to work effectively in a team environment and manage multiple priorities.
Experienced in performance management, including managing collective bargaining agreements (preferred).
Utility industry background is a plus, especially in the context of customer service operations.
ATTENTION: If you meet the qualifications outlined above, please submit your resume by January 6th, 2025, to be considered for this opportunity.
Note: Please be prepared for interviews in the week of January 13th, 2025.
Email your resume to: usjobs@mavensoft.com
To learn more about Mavensoft visit us online at http://www.mavensoft.com/