Business and Project Consulting & Facilitation Services
Helping you deliver an excellent customer experience!
Business and Project Consulting & Facilitation Services
Helping you deliver an excellent customer experience!
WHAT'S KEEPING YOU UP AT NIGHT?
Are you looking to...
- Enhance your customer experience?
- Move your Contact Centre to the cloud?
- Enable a remote workforce without sacrificing quality?
- Workforce optimization?
- Need a vision for the next 3 to 5+ years?
- A post pandemic strategy?
- A solution that can scale and is both flexible and elastic?
- Changes to policies, procedures and strategies to deal with the changing times?
Services
Program and Project Management
Technology Assessments and Road Mapping
Technology Assessments and Road Mapping
Technology Assessments and Road Mapping
Technology Assessments and Road Mapping
Technology Assessments and Road Mapping
People, Process and Strategy Reviews
Technology Assessments and Road Mapping
People, Process and Strategy Reviews
Experience You Can Count On
Skills:
· Program and Project Management
· Decisive decision maker and problem solver
· Executive Team Leadership
· High Standard of customer service
· Technical acumen
· Bilingual – French and English
· 20+ years in telecommunications
· Conducts business honestly with integrity
Projects:
· Lead a team of PM’s
· Manage multiple projects
· Program over site
· Provide Executive project updates
Projects include:
· Implementing Multi, OMNI, OPTI channel CCaaS, On-prem and hybrid infrastructures
· Working with BPO’s
· Integration with 3rd party applications:
· CRM systems
· Case Management systems
· Knowledge Management systems
· Running special events
· Additional project details available upon request
Communication:
· Deliver presentations to C-Level, Senior Management and Executives, industry peers and clients
· 30+ years of public speaking.
Management, Supervisory and team leading abilities:
· Scheduling staff
· Hiring
· Training
· Motivating and reaching daily / weekly / monthly targets
· Service levels
· Estimates and objectives
Operational and Support experience includes:
· Design, develop, integrate, implement complex business applications in leading contact centre technologies and solutions
· Assessment and optimization of Contact Centre Technologies
· Create roadmaps to define plan to move to Multi, OMNI or OPTI channel operations
· Leading and developing teams of front-line agents, supervisors and managers to meet and exceed KPI’s such as revenue, quality and productivity targets
· Business transformation for small, mid and large contact centres
· Consolidation of various operational support groups to create a centralized operations team responsible for technology, telephony, reporting and analysis including hiring, training and coaching of new staff and ensuring standardization and compliance in management reporting of contact centre operations
· Analysis of current operations and cross functional processes to identify potential gaps and provide recommendations to increase first call resolution
Other:
· Vendor management
· Product development
· Marketing
· Technical writing
· Writing business cases
· Option analysis
· Proposals
· Respond to RFP/I’s
· Provide content for RFP/I's
· Provide unbiased opinions and feedback during an RFP/I process
Personal:
· Versatility in handling different types of tasks: manual, public oriented and organizational
· High energy level
· Professional outgoing personality
· Adaptable
· Self-motivated
· Sense of responsibility and priority
· Reliable
· Punctual
· Fast learner
· Team player
