Contact Center Consultant

Job Description

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

This is a full-time salaried W2 position with our company, including very competitive benefits and a great team to work with!

Andrew Reise Consulting is a leading provider of customer experience solutions. We are committed to helping clients align their product and service delivery experience with the wants, needs and expectations of their customers. We work with clients to build customer experience strategies tailored to enhance the full customer lifecycle. Our strategy development offering is built on decades of experience working with Fortune 500 companies across industries to grow broader, deeper and longer customer relationships.

Our strategies and solutions are designed to put clients first and deliver practical solutions to improve their bottom-line. We start with strategy, but recognize the value of excellence in delivery. Our experienced consultants anticipate critical situations and are prepared to combat the typical pitfalls of customer experience programs. Above all else, we believe in solving problems, and are prepared to take on the most complex issues standing in the way of our client’s customer experience goals.

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.