Job details
Job type full-time
Full job description
Business consultant – workforce management
Position summary
The workforce management business consultant utilizes domain expertise in workforce management to lead consulting projects, help customers drive value realization and increase system adoptionProvides industry best practice guidance to ensure customer fully optimizes their business process and maximizes the full potential of the wfm solutionIs responsible for building long-term relationships with customers, becoming a trusted advisorThe business consultant will manage the customer relationship and individual engagements with a strong focus on operational excellence and establishing strategy for business impactThe business consultant will have a high level of individual accountability to create customer roi’s, customer engagement renewals, business development, and support the growth success of value realization services.
Key responsibilities:
Responsible for successful delivery of contact center performance improvement via workforce management program recommendations resulting in highly satisfied, referenceable customers
Develop and maintain relationships with strategic customers to ensure continued satisfaction
Expertly handle large scale value realization services (vrs) customer engagements and deliver the vrs program to customers
Provide strong proven wfm process expertise to guide customers through recommendations and guidance on best practices.
Provide input into project plan, overlaying vrs activities
Demonstrated experience with leading organizational change, creating governance teams and center of excellence processes
Provide expert guidance and deliver strong advisory best practice consulting within the workforce management domains.
Stay up to date with industry standards and processes of workforce management and produce collateral, whitepapers etcThat help promote nice value realization services
Develop and deliver presentations consisting of strategic recommendations for business impact via nice wfm solutions
Develop 12–18 month evolution roadmap for customer to measurable impact and support a cross solution portfolio
Develop repeat business opportunities via successful delivery, credibility and thought leadership provided
Independently perform financial analysis, benefits/impact analysis and create roi models for the workforce management specific domains
Support nice account executives in identifying additional solution opportunities
Experience:
Deep and broad understanding of the wfm solution (nice wfm plus)
Minimum of 5 years of business consulting experience supporting a contact center environment with workforce management
Must have proven ability to independently and effectively handle srExecutive audience and stakeholders, provide thought leadership and gain strategic partnership
Direct management experience with a workforce management team and wfm program a plus
Led contact center teams and demonstrated operational performance improvements with significant benefit
Experience with workforce management processes and solutions
Multi-industry experience
Excellent verbal, written communication and presentation skills are a must
Must be willing to travel up to 60%
Education
Bachelors degree in a related discipline
Six sigma certification or other process improvement discipline
We are an equal opportunity/affirmative action employer, m/f/d/vWe celebrate diversity and are committed to creating an inclusive environment for all employees.
