Job Description

Be a part of our growing company and help our clients define and realize business benefits through contact center strategies, best practices, process improvements, and tools.

The Contact Center Consultant will be responsible for helping develop and implement strategies and plans that drive efficient, effective operations in all aspects of contact centers (i.e., quality assurance, workforce management (WFM), speech and text analytics, agent performance dashboards, etc.).

Role Description:

• Identify solutions to client problems, including potential options for consideration before driving the optimal solution to fruition and the benefit of the client.
• Plan consulting engagements from end-to-end following our methodologies but with the ability to adjust and customize for individual clients, keeping the end in mind for effective, efficient, engaging delivery of consulting services.
• Synthesize complex or diverse information; collect and research data; use intuition and experience to complement data; break problems down into manageable, workable pieces for planning and execution.
• Generate creative solutions; translate business concepts and information into images; use feedback to modify solution design; demonstrate attention to detail.
• Help our clients analyze and devise new approaches, processes, and solutions to successfully deploy and effectively utilize contact center technologies
• Maintain a strong client focus and a solution-oriented approach to helping them achieve their goals related to their overall contact center operations, including: Capability assessments, Tool / technology selection, Solution alignment to requirements and objectives, Effective use of technology, Process development, Organizational alignment, Utilization of best practices, Training and assistance with operational transition.
• Provide project management and coordination support to keep client efforts on course and aligned with expectations
• Manage relationships and effectively communicate with client and vendor leaders and team members
• Help identify a realistic and executable strategy focused on planning and developing roadmaps, communication plans, governance structures and investment prioritization for execution
• Assist with the development of key success metrics that indicate progress towards and achievement of client goals and objectives
• Work with the team to observe current client operations, analyze and assimilate multiple sources of information to define areas of strength and opportunity, as well as recommended short-term and long-term actions
• Define and develop reporting requirements, providing some initial ad hoc reporting as necessary
• Complete deliverables on-time and in the desired format for project team and client consumption
• Ensure contact center strategies and solutions are compliant with client standards and other regulatory requirements
• Develop client relationships, grow confidence with clients, and become a trusted advisor
• Articulate the outcomes and findings from client workshops to an executive audience
• Understand the overall project plan and how individual efforts are critical to its successful completion
• Deliver with quality the assigned tasks, activities, and deliverables as planned and outlined within the broader context of the project
• Demonstrate always the key competencies of our culture including client focus, solution orientation, and self-driven initiative
• Maintain client and client customer data confidentiality at all times

Qualifications

• 7+ years consulting and/or operational experience with enterprise contact center tools such as Verint, Aspect, NICE or others
• Client-orientation, keeping goals and objectives in mind at all times while helping to achieve them
• Proficient analytical, computer, and software skills
• Mastery of MS Office suite
• Ability to learn quickly, adopt new technologies, and adapt your approach to fit client needs and culture
• Excellent written and personal communication skills with executives, clients, team members, and vendors/partners
• Ability to handle multiple things at once: projects, tasks, and potentially, clients
• Strong attention to detail

Andrew Reise is an equal opportunity employer.  We are committed to a work environment that supports, inspires, and respects all individuals and in which personnel processes are merit-based and applied without discrimination.

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