Sector:
Banking & Insurance
Expertise:
Operations
Typology :
Management consulting
Direction:
Finance Department
1 consultant
-
1 month
Project management as part of an Experience Transformation project client for a French SME in risk management
Client
Relationship Management Client of a French family-owned ETI in risk management
talent selected by WEEM
Pierre, 20 years' experience, experience expert client
mission
Manage the project to overhaul contact center telephony services to improve performance and satisfaction client
Activities and deliverables
- Diagnosis of existing facilities
- End-to-end project management (cost, quality, time)
- Leading workshops (Work Force, Quality Management, Knowledge Management, Operational Management, client)
- Identification of business functions
- Identify levers for improvement (satisfaction client, revenues, safety, processes)
- Drawing up specifications
- Steering and negotiating with suppliers (publishers, integrators)
- Testing and production launch
- Change management of teams (contact centers, trades, technical)
