Senior Business Solutions Consultant (Contact Ce, Jobs, London, London, 747


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Ray Jordan, Solutions Architect

curriculum vitae

/ˈviːtaɪ; ˈvaɪtiː/
noun (pl) curricula vitae
1. an outline of a person’s educational and professional history, usually prepared for job applications CV

Word Origin
Latin, literally: the course of one’s life

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Senior Business Solutions Consultant (Contact Ce - London

Excellent - Information Technology - Consultancy
Ref: 747 Date Posted: Friday 10 Aug 2018
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Senior Business Solutions Consultant (Contact Centre Domain) - London - £80K-£90K plus benefits

As a Senior Manager in the Value Based team, you'll often:

  • Collaborate with colleagues and clients to define Contact Centre strategies that drive improved business performance
  • Deliver consulting services in the area of contact centre, performance improvement and business transformation, leveraging knowledge of industry best practices & proven practices.
  • Focus on contact centre best practices & processes .
  • Analyse new and existing customers KPI performance and develop contact centre improvement plans.
  • Deliver services and solutions that create measurable value that leverage clients' investment in technology thereby improving ROI as well as profit
  • Drive successful delivery of contact centre performance improvement recommendations resulting in highly satisfied, referenceable clients
  • Develop presentations and present consulting recommendations to Senior Executive Sponsors
  • Support Account Executives in identifying additional solution opportunities, and support with scoping service proposals.
  • Mentor and train other consultants to execute well to ROI centric, Value Based delivery of consulting services.

Required Experience:

  • Bi-lingual: English/German or English/French
  • Minimum of 8 years of internal or external business consulting experience in a call centre/contact centre environment. Back Office experience a plus OR led a contact centre operational team
  • Demonstrated operational performance improvements with significant benefit.
  • Domain experience with contact centre Workforce Management; Performance Management; Back Office Management; Process Automation ( Robotics - knowledge of latest digitization transformation in the market); or Quality Management solutions.
  • Be flexible to working hours and work independently in a fluid, start-up like environment
  • Ability to work successfully with clients and team members directly
  • Excellent problem-solving ability in high pressure situations
  • Proven ability to influence cross-functional teams without formal direct-line authority
  • Excellent analytical, verbal, written communication, and presentation skills.

Preferred Experience:

  • Multi - Domain experience with contact centre Workforce Management; Performance Management; Back Office Management; Process Automation (Robotics) or Quality Management solutions
  • Ideal candidate to come from a consulting firm or contact centre BPO.
  • Multi-industry experience - Banking, Insurance, Healthcare, Telecom Education
  • Six Sigma Certification or other Process Improvement Discipline