Service Transition Management
Various Middle East locations
Review resource and structure of the government customer call centre and advise the customer of any perceived shortfall. Review and document all government call centre processes ensure alignment with the Border Management application. Develop a reporting strategy for the call centre in line with operational requirements and contractual SLAs. Define and agree the training structure for the government supervisors and call centre team; deliver the training to the call centre organisation; ensure training objectives are recorded and measured; deliver aide memoire / operations guide as part of the overall call centre support. Deliver test plan and test that the call centre is ready for commencement of service; and operationally support (with the Customer Service Manager) during and after the commencement of service.