Consultant Gig #1023 SYDNEY-Fintech-Contact Centre Operational Specialist

The role will focus particularly on deep\-dive analysis of the Customer Service\/Acquisitions functions, which operate closely together. Acquisitions undertake the initial manual review of applications (where auto\-triage has failed) and manage customer follow\-ups for documents and information.<\/span><\/span><\/span><\/span><\/span>
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This role will be required to work collaboratively with client team members from CS\/Acquisitions and operational support to identify and implement process improvements.<\/span><\/span><\/span><\/span><\/span>
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You will have worked "in the trenches" of contact centres and operational environments, understanding the day\-to\-day realities while also being able to think strategically about transformation. You combine operational expertise with analytical rigor and have a reputation for getting things done.<\/span><\/span><\/span><\/span><\/span>
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Key Focus Areas:<\/span><\/span><\/span><\/span><\/span><\/b>
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Detailed process analysis and review to identify process improvement opportunities (technology enablement\/automation of secondary focus) and recommend a plan to implement them:<\/span><\/span><\/span><\/span><\/span>
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1. P<\/span><\/span><\/span><\/span><\/span>rocess baselines, including process mapping and defining metrics, including inputs and outputs <\/span><\/span><\/span><\/span>
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2. Process analysis and review, including activities, drivers, FTE allocation<\/span><\/span><\/span><\/span><\/span>
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3. Identification of improvement opportunities (using lean \/ BPR thinking to assess opportunities for process efficiency and effectiveness enhancement (e.g. removal of waste, elimination of unnecessary process steps, policy change, structure change and flattening etc)<\/span><\/span><\/span><\/span><\/span>
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4. Preparation of a high level plan to capture opportunities.<\/span><\/span><\/span><\/span><\/span>
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Key Deliverables (for CS\/Acquisitions)<\/span><\/span><\/span><\/span><\/span><\/b>
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1.<\/span> <\/span><\/span><\/span><\/span><\/span><\/span><\/span>Process baselines, including mapping, analysis and review<\/span><\/span><\/span><\/span><\/span>
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2.<\/span> <\/span><\/span><\/span><\/span><\/span><\/span><\/span>Key opportunities (list and prioritisation)<\/span><\/span><\/span><\/span><\/span>
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3.<\/span> <\/span><\/span><\/span><\/span><\/span><\/span><\/span>Implementation plan (including considerations, benefits target)<\/span><\/span><\/span><\/span><\/span>
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Skills and experience required<\/span><\/span><\/span><\/span><\/span><\/b>
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<\/span> <\/span><\/span><\/span><\/span><\/span><\/span><\/span>Hands\-on experience in customer service\/contact centre operations and acquisition\/onboarding processes with proven track record as an experienced 'gun' who absolutely knows and understands contact centres, operations management, metrics, and tricks of the trade.<\/span><\/span><\/span><\/span><\/span>
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<\/span> <\/span><\/span><\/span><\/span><\/span><\/span><\/span>Experience with metrics and performance management and process improvement in operational environments.<\/span><\/span><\/span><\/span><\/span>
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