Offer summary

Qualifications:

Bachelor's degree required; master's preferred., 5-10 years of management consulting and contact center experience., In-depth knowledge of contact center operations, workforce management, and technology., Strong interpersonal, analytical, and problem-solving skills..

Key responsibilities:

Evaluate contact center operations and supporting functions.

Lead meetings with clients to understand operations and project objectives.

Develop strategies, plans, and recommendations for process improvements and technology modernization.

Create reports and presentations on assessment findings and strategic advice.

Job description

Management Consultant, Contact Center SME

Our consultancy is looking for highly motivated and talented management consultants. We are looking for peak performers who have a passion for business, a joy in solving problems and a work ethic that doesn't rest until the job is done. Ideal candidates would possess 5-10 years in management consulting and contact center operations, including previous client-facing consulting experience. Must be willing to travel up to 25% as required by client engagements.

The ideal candidate should have in-depth contact center knowledge, including but not limited to proficiency of contact center operations, workforce management, quality monitoring, training and contact center technology.

Candidates should be creative and have strong interpersonal, analytical, and problem-solving skills. Ideal candidates would have process improvement, project management, and strategy experience, have superior oral and written communication skills, a client service focus, as well as the ability to identify opportunities for improvement, develop recommendations and implement complex solutions in a fast-paced environment.

RESPONSIBILITIES

Perform evaluations of contact center operations and supporting functions including workforce management, quality, training and analytics
Lead/facilitate meetings with client to ensure an understanding of contact center operations, organizational culture, project objectives, and success criteria
Develop project strategies and actionable plans, including stakeholder engagement, communications, leadership alignment, organization transition, change readiness, risk mitigation, recommendations, and end-user training
Map and evaluate processes, providing feedback on opportunities to improve performance and automate key steps
Evaluate technology trends and advise clients as they build their roadmap for modernization of their systems and other technology
Execute plans in accordance with project plans, tools, and methods
Provide direct support and coaching to front-line managers and supervisors as they help their direct reports through transitions
Create presentations, reports and other deliverables for clients related to contact center assessment findings, strategy and recommendations
Provide thought-leadership related to maturing client’s management governance, practices, processes and tools.

REQUIRED SKILLS

Bachelor’s degree required; master’s degree preferred
Previous management consulting and/or client-facing experience required
Previous experience working with contact centers, service operations and back office environments is required
Strong facilitation skills, and solid verbal and written communication skills
Strong Word, Excel and PowerPoint skills
Ability to influence others and move toward a common vision or goal
Flexible and adaptable; able to work in ambiguous situations
Able to work effectively at all levels in an organization
Business acumen and understanding of organizational issues and challenges
Familiarity with project management approaches, tools and phases of the project lifecycle
Knowledge of workforce optimization tools and how they are used to address business challenges
Understanding of forecasting and scheduling, quality and performance improvement programs in large-scale contact centers is a plus
Process reengineering and optimization expertise
Advanced analytical problem solving skills
Strong relationship building between internal customers, vendors and employees

COMPENSATION

The position is full time and will include a base salary, plus commission, and full benefits, including health, dental, vision, life, disability, vacation, and 401(k) with company match.
The position is remote.

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