Management Consultant, Contact Center SME

at  Voyage Advisory

MANAGEMENT CONSULTANT, CONTACT CENTER SME

Our consultancy is looking for highly motivated and talented 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 contact center operations, including previous management consulting/client-facing experience. This position is remote but could potentially require a small amount of travel as required by client engagements.
The ideal candidate should have in-depth contact center knowledge, including but not limited to proficiency of contact center operations, workforce management, quality monitoring, training and contact center technology.
The candidate should be creative and have strong interpersonal, analytical, and problem-solving skills. Ideal candidate would have process improvement, project management, 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.

REQUIRED SKILLS

• 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
• 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
• Strong ability to create visually-compelling PowerPoint presentations that are clear, concise, thoughtful and accurate
• Strong facilitation skills, and solid verbal and written communication 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

• 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