Mid-Level Management Consultant - Process SME

October 31

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Voyage Advisory

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

11 - 50

Description

• Our consultancy is looking for highly motivated and talented mid-level 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, including previous client-facing consulting experience. • Must be willing to travel as required by client engagements. • We are looking for candidates who are experts in one or more of our key competency areas, which are: Process Improvement, Change Management, Program Office, Service Operations, and Analytics. • The applicant should be creative and have strong interpersonal, analytical, and problem-solving skills. • Ideal candidates would have project leadership, process improvement 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. • Lead/facilitate process mapping sessions and build process maps. • 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 assessment findings, strategy and recommendations. • Provide thought-leadership related to maturing client’s management governance, practices, processes and tools.

Requirements

• Bachelor’s degree required; master’s degree preferred. • Previous client-facing management consulting experience is required. • Previous experience working with contact centers, service operations and back office environments is preferred. • Demonstrated project leadership experience. • 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. • Process reengineering and optimization expertise. • Advanced analytical problem solving skills. • Strong relationship building between internal customers, vendors and employees.