An operator is having great difficulties in having an efficient call center. Their outsourced call center is not able to coop with the amount of calls and not able to treat properly all customer complains. They are having bad comment on social networks.

The expert will have to audit the operator call center and propose and action plan to correct the situation.
This expert will also train and develop internal resource who will be the futur Customer Care Director
He will also work on offshoring the call center who is at the moment based in the same country as the operator

The expert must have the following skills
- Telecom
- Customer care
- MANAGEMENT OF OPERATOR CALL CENTER
- DEALRT WITH OUTSOURCED CALL CENTER
- English
- Audit and action plan
- Transformation
- Process, reporting, training, sizing, customer care IT tools, budget, ...

Not mentionned