Voyage Advisory is hiring a
Senior Management Consultant in Worldwide

Summary

Our consultancy is seeking a highly motivated and experienced management consultant with a minimum of 10 years in consulting, including client-facing experience. The ideal candidate should be an expert in one or more of the key competency areas: Service Operations, Process Improvement, Analytics, Change Management, or Program Office. Responsibilities include evaluating contact center operations, leading meetings with clients, developing project strategies, mapping and evaluating processes, and providing thought-leadership. Required skills include a Bachelor's degree, previous client-facing consulting experience, experience in contact centers and service operations, demonstrated project leadership, strong communication skills, and advanced analytical problem-solving skills.

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 required
• 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
• 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

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

Benefits

• A competitive cash compensation package is offered for this role along with a performed-based bonus
• In addition, health, dental, vision, disability, and life insurance are provided
• Retirement benefits and vacation benefits are provided
• 1099 arrangements are also available
• This position is remote, with some expected travel to client engagements