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.
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
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
Compensation
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. Retirement benefits and vacation benefits are provided. 1099 arrangements are also available.
This position is remote, with some expected travel to client engagements
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Seniority level
Director
Employment type
Full-time
Job function
Consulting, Information Technology, and Sales
Industries
Internet Publishing
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