Voyage Advisory is hiring a
Management Consultant, SME Contact Center in Worldwide

Summary

Our consultancy is seeking a highly motivated Management Consultant with 5-10 years of experience in contact center operations and management consulting for a remote position. The ideal candidate should have in-depth knowledge of contact center operations, workforce management, quality monitoring, training, and technology. Responsibilities include evaluating contact center operations, leading client meetings, developing project strategies, mapping processes, analyzing technology trends, and providing thought leadership. Required skills are a Bachelor's degree, previous management consulting experience, contact center experience, strong analytical skills, facilitation skills, communication skills, ability to influence others, business acumen, and knowledge of workforce optimization tools.

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

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

• This position has the option of being a full time employee with benefits eligibility, or a 1099 contract position
• Total compensation is negotiable and will be based on a permanent or contract arrangement
• Benefits can include health, dental, vision, disability, and life insurance, a 401(k) program with a company match, plus paid vacation and sick time