Job Title: Cisco Developer / Cisco Engineer Location: Farmington Hills, MI Duration: 12+ Months
Responsibilities The Consultant will create a model that will enable agents to securely support clients’ clients from their home (“@home”). The @home project will include the implementation of technology, the development policy and process and identifying skill sets and profiles of ideal resources to carry out this services. The Consultant will be required to work with and advise the client @ Home Initiative Project Team stakeholders on how to develop and implement an at home model and from time to time liaise with clients’ clients. Responsibilities: Experience identifying and making recommendations on the equipment and tools needed for this model such as: ATS [HR]Workforce Management [Forecasting and Scheduling] Call Center Platform Security/Compliance Learning and Development Performance Management [HR] Community/Gamification Call routing Reporting Proven background in successfully developing an @Home Community team Capability to develop and contribute to roadmap and process details Identify roles needed to launch the pilot and recruit to fill those roles Experience in piloting agent teams Expertise in developing a go to market strategy along with the marketing team Proven abilities in developing and implementing an @Home Initiative Support client engagements to sell customized Minacs solutions, as well as create, position, and promote Minacs’ go-to-market offerings Proficient in working cross-functionally (e.g., with operations, sales, account management, marketing, and IT) as the key subject matter expert Defining, architecting, and developing services, solutions and the @ Home product May be required to travel to various Minacs locations Education/Knowledge: Related post-secondary degree supplemented with direct experience of 8+ years in BPO/IT organization/ High Tech industry in the United States and/or Canada along with practical experience creating @Home Agent programs. Ideally this experience should have been in client-facing service delivery operations and account management roles . Demonstrably strong understanding of large scale contact centers and the CRM business. *Please send resume to Email: [email protected] <[email protected]>* -- You received this message because you are subscribed to the Google Groups "SAP BASIS" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To post to this group, send email to [email protected]. Visit this group at https://groups.google.com/group/sap-basis. For more options, visit https://groups.google.com/d/optout.
