[ref. f89963118] Expression of Interest: Management Consulting Consultants, Contact Centre experience - Melbourne

• Supportive career development plans to help build your career
• Flexible work arrangements

The Work:

We are seeking expression of interest for Management Consultants - Contact Centre experience excited to transform the experience of Australians by consulting with organizations. We are looking for people passionate about challenging the status quo of Customer Experience in Australia, and with the desire to coach organizations through this change.

Responsibilities:

• Strategy & Design : Experience with end-to-end experience design and architecture. Taking a customer experience strategy and mapping this into a service design, channel strategy and then a digital and IT strategy.
• Transformation: Experience and knowledge on large-scale transformation projects leading with people, enabled by process and technology.
• Contact Center Operations: A deep understanding of contact center operations including workforce planning and management, knowledge management, training, quality assurance, conversational AI, data and reporting, people and change management. You should be comfortable to consult and advise on the underlying governance and implementation of frameworks and be technology agnostic with an understanding of how automation and GenAI can enable these practices to scale across an organization.

Here’s What You Will Need:

• Proven experience in service transformation, growing and scaling experience centers, cost management and uplift customer experience.
• Experience of conceptual functionalities within Contact center platforms (examples Genesys, AWS, Sprinklr, Verint, Nice) & how they impact and enable customer and employee experiences. IVR management, interaction routing, agent assist, QA Automations.
• Understand contact center technology and can translate business requirements into functional and non-functional requirements.
• Expertise to implement operating models to operationalize a strategy across all business models (B2C and B2B) and channels.