Principal Contact Center Consultant - Technology Orientation

at  Bridgepointe Technologies

COMPANY OVERVIEW

Based in Silicon Valley, Bridgepointe (BPT) was founded in 2002 on the principle that businesses need a strategic partner and advocate when procuring, implementing, and maintaining IT services and infrastructure. The Company’s IT Strategists offer business leaders direct access to a large portfolio of vendor-agnostic solutions, employing a six-step model that starts with getting to know a client’s business, challenges, and goals and culminates in recommendations and support around supplier selection. Bridgepointe’s expert IT Strategists help clients achieve optimal IT results without costly consulting agreements.
Bridgepointe CX is a premier provider of Customer Experience and Business Optimization Solutions. BPT CX works hand-in-hand with clients’ senior executives of Fortune 1000 companies and government agencies to transform their organization and their industries with a combination of strategy, technology, operations, and change management capabilities.

MARKET / CAPABILITIES BUILDING

• Provides thought leadership expertise in customer care processes, organization design, information technology strategy and implementation, performance metrics and change management techniques
• Assists with client delivery, building and maintaining a network of professional and client relationships within the customer solutions practitioner community
• Leverages and improves intellectual capital, frameworks, and methodologies
• Assists in the execution of market strategies for well-defined client organizations of strategic importance to the firm

QUALIFICATIONS & PROFICIENCIES

• Minimum of 8 years of relevant functional work experience in a consulting firm or industry role (with consulting experience at a Tier 1 firm highly preferred), showing progressive advancement and a record of achievement. Understanding of one of the following solutions:

CAPABILITIES

• In-depth experience developing requirements, creating RFPs, and assisting clients in selecting new cloud-based interaction management solutions
• Deep expertise leading deployments of cloud-based interaction solutions with the ability to optimize to ensure attainment of client objectives following initial implementation
• Experience in Contact Center Assessment and Opportunity Improvement Planning
• Strong overall leadership and facilitation skills
• Strong project management / coordination skills
• Strong oral, written presentation and communication skills
• Serves as a Subject Matter Expert to project teams in one or more of the following areas:
• Process, people management and technology
• Customer Loyalty (insight, segmentation, treatments, marketing ROI, campaign mgmt., sales, touch points, analytics)
• Customer Self Service Applications and Architecture (IVR, web, chat, email, collaboration technology)
• Customer Call Mgmt. (call reason analysis, skills-based routing, IVR to agent handoff, agent to agent handoff, First Call Resolution techniques and metrics generation)
• Customer Interaction Process Mgmt. (call flow analysis and design, interaction types, scenario-based customer care modeling, universal agent processes)
• Contact Center Operations (Planning, Scheduling, Intra-day operations, vendor operations, quality mgmt., customer SAT surveys, performance & SLA reporting)
• Agent and Team Lead Performance Mgmt. (Desktop tools, interaction processes, reporting and dashboards, learning and knowledge mgmt., innovation, and incubation)
• Contact Center Competitive Analysis and Benchmarking
• Customer Contact Data Mgmt. (integrating feeds from IVR, ACD, vendor ACD, CRM applications, deploying quality assurance applications, survey applications, root cause analysis and performance reporting (metrics and benchmarking, trends analysis, ad hoc reporting)
• Governance (PMO, vendor mgmt., contracts, SLAs, Financial Analytics, Change Management, and control) Channel Strategy and Contact Center Alignment

BPT CX is looking for a Principal/Lead Consultant possessing deep experience in both Contact Center Operations and Technology to join our team. Our Consultants work with clients throughout the strategic transformation lifecycle-from designing an organization’s vision and developing corresponding strategies to executing those strategies and changing the way the organization works. We are seeking highly qualified, seasoned professionals to join our industry-leading team.