Management Consultant, Contact Center SME

Summary

Join our consultancy as a Management Consultant, Contact Center SME, contributing your expertise in contact center operations and management consulting. You will perform evaluations of contact center operations, lead client meetings, develop project strategies, and map and evaluate processes. The role requires strong analytical, problem-solving, and communication skills, along with experience in process improvement and project management. You will provide direct support and coaching to front-line managers and create presentations and reports for clients. The position is full-time, remote, and offers a competitive base salary, commission, and full benefits.

Requirements

• 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

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

Preferred Qualifications

• 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

• Base salary, plus commission
• Health, dental, vision, life, disability, vacation
• 401(k) with company match
• The position is remote