Contact Center Transformation Consultant

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Contact Center Transformation Consultant
Company Name Global Consulting Firm
Location Multiple US Cities, United States
Date Posted May 12, 2018
Category Management Consulting
Job Type Direct Hire


Our client, a global consulting firm, is seeking experienced consultants with expertise in Customer Service, from core contact center operations to digital services.



  • Lead client engagements and work streams related to process improvements and operational analysis for customer-facing services and functions
  • Provide oversight of highly skilled work teams throughout the project lifecycle and help ensure timely execution of project deliverables
  • Apply well developed consulting skills and in-depth industry and functional knowledge in the execution of assignments
  • Establish client value propositions that tie financial metrics and CFO focus areas directly to business improvement
  • Help lead proposal development and other new business development activities by leveraging existing relationships with C-level executives
  • Provide input into engagement decisions including work plan and timeline, project management, resource allocation and career development of staff members



  • A minimum of five years of management consulting experience with heavy focus working in customer service, contact center environment or digital customer field, with a minimum of three years of experience leading teams; management consulting experience is required
  • Bachelor’s degree in a related field from an accredited college/university
  • Deep functional knowledge in two or more of the following areas:

- customer service transformation

- customer service experience design and customer service process implementation

- contact forecasting and work force management

- quality management

- center staffing and training

- technology support, IVR design and implementation

- digital customer service technology platforms/Call routing

- reporting – metrics/KPIs, and supplier/contract management

  • Experience in evaluating benchmark data (e.g. customer, process, financial benchmarks); web/chat/ email contacts, social media, contact center technology sales or project management experience with center start-ups, consolidation or outsourcing is preferred
  • Experience in conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations
  • Ability to travel extensively
  • Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future
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