Job Description

The Project Engineer - Cust Svc position entails assisting in planning center-level reviews, analyzing operating performance against set targets, and developing productivity target revisions due to product, service, or technology changes. The Project Engineer - Cust Svc role also conducts time and methods development studies to establish standards for customer contact departments.

Essential Functions

  • Develops call center procedures, workflow processes, work measurements impacting customer service worldwide.
  • Develop long range facility requirements using workload forecast and established productivity guidelines to determine size and locations of operations.
  • Develops procedures and work standards for call center network operations.
  • Provides productivity analysis and reports for all customer service activity.
  • Develops and implements work standards and processes for other departments answering customer calls.
  • Designs ...

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