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Osprey
Senior Consultant - Customer Experience   

Location: May be domiciled anywhere that permits extensive international travel to multiple client sites. 

Description:

The successful candidate will have a strong background in service center operations management and consulting with a focus on innovative customer experience practices and technologies.

He/she will provide strong leadership and deep expertise in methods companies can use to optimize their contact operations to boost customer retention, improve revenue, and reduce operating costs.

He/she will be an effective communicator and will be self-motivated, inquisitive and solutions-oriented; and will be able to take on multiple tasks, projects and responsibilities while maintaining focus.

Education and Training:

Advanced degree or equivalent work with experience running a large-scale, multi-center contact center operations and/or a related consulting field. 

Job Duties:
  • Optimization of customer service operations including internal and external contact center operations, at both on-shore and off-shore locations in mature and emerging regions. 
  • Manage outsourced contact center vendors and service level agreements (SLAs) including performance tracking against service levels, customer experience milestones and cost/productivity management and continuous quality.
  • Help clients ensure that their customers and potential customers receive appropriate and professional service through well-trained and productive customer-facing agents.
  • Assist clients with strategic planning efforts for improving the customer service to gain competitive advantage. Manage major projects related to program development, workflow design, and process optimization as necessary including the initiation of client-driven business planning, studies, and research. 
  • Recommend sound IT strategies including ACD/CTI, IVR, VoIP, CRM/CEM and workforce management systems. 
  • Assist client services teams with pre-sales efforts and all phases of post-sales support.  
  • The above statements describe the general nature and level of work being performed. This is not an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required, by management.
Specialized Expertise and Skills:
  • Minimum 5 - 8 years of multi-site, multi-channel contact center operations management and related consulting.
  • Strong communication and interpersonal skills and the ability to work in a multi-disciplinary team are required.
  • Sound project management skills.
Work Environment/Physical Demands:

We are offering an exceptional team that is seeking your contribution. We offer competitive compensation and incentive bonus with an exceptional opportunity to grow as our company grows.

We strive for a healthy, productive work/life balance, while enjoying the opportunity to substantially contribute to the direction and success of our business.



If you are interested, please send a detailed work history and, if applicable, samples of your work to: admin@ospreyvision.com.  Be sure to reference 'Careers' in your correspondence.