Senior Business Consultant (Contact Centre)

Job Type:
Contract Duration:
Sales and Presales
Salary Description:
Competitive Salary Offered
Job Ref:

Senior Business Consultant required by our client, a leading provider of cloud software solutions. You must be a dynamic individual with high energy and drive to join a team of talented, creative and dedicated individuals with a passion for delivering innovative solutions to the market. Our client offers a challenging work environment, competitive compensation and benefits, and rewarding career opportunities within a fast growing, highly respected organization.

As a Senior Business Consultant, you’ll work alongside fellow industry experts to lead transformational projects, and support cutting edge technology, solving our client’s most complex issues to establish yourself as an industry expert and leader.

As a Senior Business Consultant you will:

  • 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 using the client solutions.
  • 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, reference-able 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

Senior Business Consultant Experience:

  • Minimum of 8 years of internal or external business consulting experience in a call centre / contact centre environment. Back Office experience is 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.
  • 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 
Contact Details:
Tel: 023 9338 2100
Contact: Brigitte McKenna

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