Management Consultant - Contact Center SME

September 27

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Voyage Advisory

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Contact Center • Customer Experience • Back Office • Customer Care • Customer Service

11 - 50

Description

• Seeking highly motivated and talented consultants • Looking for peak performers with a passion for business and problem-solving • Ideal candidates should have 5-10 years in contact center operations • Previous management consulting/client-facing experience required • Position is remote with potential for small travel as required by client engagements • Candidates should have in-depth contact center knowledge • Experience leading projects and/or consulting engagements required • Creative with strong interpersonal, analytical, and problem-solving skills • Ability to identify opportunities for improvement and implement complex solutions in a fast-paced environment • Responsibilities include evaluations of contact center operations, developing project strategies, mapping processes, evaluating technology trends, and providing thought-leadership

Requirements

• Bachelor’s degree required; master’s degree preferred • Previous management consulting / client-facing experience required • Previous experience working with contact centers, service operations and back office environments is required • Strong analytical skills, including the ability to analyze contact center trends and service levels using industry standard platforms • Awareness of contact center technology trends is preferred, including but not limited to CCaaS, WFM, call recording, quality monitoring, CRM, speech analytics, along with other reporting and visualization tools • Strong ability to create visually-compelling PowerPoint presentations that are clear, concise, thoughtful and accurate • Strong facilitation skills, and solid verbal and written communication 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

Benefits

• Health, dental, vision, disability, and life insurance • 401(k) program with a company match • Paid vacation and sick time