Senior Management Consultant

at  Voyage Advisory

SENIOR MANAGEMENT CONSULTANT

Our consultancy is looking for highly motivated and talented management 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 10+ years in management consulting, including previous client-facing consulting experience. Must be willing to travel up to 50% as required by client engagements.

We are looking for candidates who are experts in one or more of our key competency areas, which are:

• Service Operations. This includes a wide variety of topics related to customer service, contact center and back office environments, including but not limited to proficiency of contact center operations, workforce management, quality monitoring, training and contact center technology.
• Process Improvement. Skills at creating process maps using tools like Visio and LucidChart, driving redesign and automation initiatives, familiarity with conducting time studies / observations and using those insights to drive operational improvements.
• Analytics. Knowledgeable in working with using significant data sets and tools such as Excel Analytics TookPak, Python, R, Tableau, Microsoft Power BI, MiniTab and SAS to uncover knowledge insights.
• Change Management. Knowledgeable with business-critical change initiatives, Prosci ADKAR methodology, communication and enablement planning.
• Program Office. This includes experts at designing, implementing and running centers of excellence (COEs), governance structures and leading large-scale projects.

The applicant should be creative and have strong interpersonal, analytical, and problem-solving skills. Ideal candidates would have project leadership, process improvement 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 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

• 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.