Remote Management Consultant

Summary

Join our consultancy as a Management Consultant specializing in Contact Center SME. Ideal candidates should have 5-10 years of experience in contact center operations and management consulting, strong analytical skills, and various other qualifications. The position is remote but may involve some travel.

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

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
• Analyze workforce management operations including capacity management, long-term forecasting, short-term forecasting, scheduling and real-time management
• Analyze quality management process including evaluation form design, data coaching and analyzing data and trends

Preferred Qualifications

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

Benefits

Benefits can include health, dental, vision, disability, and life insurance, a 401(k) program with a company match, plus paid vacation and sick time