Senior Call Center Consultant

Our client, a global contact center consulting and services firm, has immediate openings in its North America practice for Senior Contact Center Consultants in Denver and Atlanta, and near-term needs in New England, Dallas and San Francisco.  These individuals will report to the Director of Consulting Services (North America) and will perform a wide variety of contact center related consulting.  As part of a consulting team, he/she will provide project leadership and prepare client assessments and recommendations to help businesses improve the effectiveness and efficiency of their contact centers.  This individual will work from a home-based office and can expect to travel approximately 40%.

Responsibilities

• Defining, scoping, and pricing customer engagements
• Working with customer contacts to:
  • Understand their business and contact center objectives
  • Identify operational issues, challenges, and roadblocks
  • Collect, organize and analyze data
• Performing operational assessments
• Providing “best practice” direction and advice
• Developing business cases and ROI analyses to support recommendations
• Developing and documenting recommendations
• Directing Company, customer, and vendor resources to accomplish engagement objectives
• Serving as primary customer interface on consulting engagements

Required Knowledge and Experience

• 2+ years as a contact center consultant
• 5+ years of direct contact center management experience
• Knowledge and application of common contact center technologies, management metrics, best practices,
• Strong written, oral communication, facilitation and project leadership
• Command of Microsoft Excel, Word, Visio, and PowerPoint
• College degree; business undergraduate or MBA preferred

Your work environment

The company is a fast-track global business and technical consultancy, focused exclusively on contact center optimization.  Its market position and capabilities offer excellent career growth opportunities, with the potential for international travel and highly varied assignments.  Though the company is 15 years old, it fosters an entrepreneurial spirit and “startup” mentality.  Most team members work from home offices and enjoy significant autonomy in a collegial atmosphere. Not least, the quality of its customer base and its partnerships with industry leaders ensure ample opportunity to work with the “best and latest” technology, tools and industry practices.

Qualified candidates should submit a resume and cover letter to andrea@consultant-finders.com.