Accion Labs
Contact Centre Improvement Strategist
Job Description
Transform customer experience with the Water & Waste Department as a Contact Centre Improvement Strategist. In this senior role, you will lead impactful assessments and develop strategies to enhance service quality.
This position requires extensive experience in public sector contact centres, focusing on current-state assessments to identify and prioritize actionable recommendations. Your work will include assessing call routing efficiency and workforce alignment to ensure high-quality service delivery while reducing call volumes through process improvements and automation.
Key Responsibilities:
• Conduct assessments to discover operational enhancement areas
• Translate business needs into prioritized, actionable strategies
• Assess customer call routing and response metrics for improvements
• Identify automation strategies to minimize avoidable calls
• Develop a service delivery roadmap focused on efficiency and quality
Requirements:
• Over 8 years of experi...
This position requires extensive experience in public sector contact centres, focusing on current-state assessments to identify and prioritize actionable recommendations. Your work will include assessing call routing efficiency and workforce alignment to ensure high-quality service delivery while reducing call volumes through process improvements and automation.
Key Responsibilities:
• Conduct assessments to discover operational enhancement areas
• Translate business needs into prioritized, actionable strategies
• Assess customer call routing and response metrics for improvements
• Identify automation strategies to minimize avoidable calls
• Develop a service delivery roadmap focused on efficiency and quality
Requirements:
• Over 8 years of experi...