Job details
Job type full-time
Full job description
The consultant role is focused on delivering contact center optimization and strategy engagements within the cx consulting practiceThe senior consultant will provide activity and task leadership, business analysis activities at the direction of the manager, cx solutions for client projectsIn addition, the consultant role will perform practice development activities as directed by the practice leaderThese practice development activities may include cx research, competitive analysis and client research.
Responsibilities
Provide expertise and guidance on contact center projects
Delivering contact center audit activities that explore the current state of contact center operations
Observe agent desktop and analyze contact center employee experience
Lead and conduct client interviews
Understand and document contact center processes and workflows, and offer process optimization recommendations
Align contact center initiatives to overall client roadmap and future state customer journey
Requirements
Ba in a business related field, (e.gBusiness administration, marketing, information systems, etc)
5+ years experience in contact center environments or related customer service / customer experience field
Strong business analysis skills
Ability to “think in white space”
Optimistic, proactive, energetic approach to work habits, management techniques, and communications.
Excellent communication skills; both written and verbal.
Strong understanding of contact center approaches, methods, concepts and models
Excellent time management and organizational skills.
The ability to multi-task is imperative.
Outstanding customer service skills
Independent and self-motivated work ethic
Working at avtex
At avtex, we’ve worked hard to create a culture that promotes teamwork, creativity and an effective balance between work and the life outside of itWe are committed to attracting the best and brightest, retaining the best and brightest and building an enviable cultureIn short, we want our employee experience to inspire people.
Do you want to be inspired in your workplace? we’re always looking for talented people to join our team!
Job type: full-time
Work location: multiple locations
