Customer Service Transformation Consultant
- Hiring Organisation
- Hays
- Location
- Oxfordshire, South East, United Kingdom
- Employment Type
- Contract, Work From Home
service metrics including AHT, FCR, SLA performance, backlog management, deflection and containment. Experience taking transformation initiatives from discovery through to implementation. Working knowledge of Salesforce Service Cloud, including case management, Omni-Channel, Knowledge, Flow, reporting and AI capabilities. Strong analytical skills with the ability to interrogate operational data and identify … Excellent stakeholder management and influencing skills. Desirable Experience UiPath or other enterprise automation platforms. Conversational AI, chatbot or IVR transformation programmes. Knowledge management transformation. Salesforce Administration or Service Cloud certification. Experience within high-volume customer service environments such as travel, hospitality or consumer services. If you have a proven track ...