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


“When Wesley contacted me he knew my CV inside out, had thought through what role would be suitable for me and waited until an appropriate position was available.”

Amy Mckeown, Health, Mental Health and Well-being at EY Entrepreneur

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

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