Principal/Lead Contact Center Consultant – Technology Orientation

Great Places to Work 2018-2019

Principal/Lead Contact Center Consultant – Technology Orientation

Virtual – Employee (80% Travel)
Summary

PPT Solutions is a premier provider of Customer Experience and Business Optimization Solutions. We work hand-in-hand with our clients' senior executives of Fortune 1000 companies and government agencies to transform their organization and their industries with our combination of strategy, technology, operations, and change management capabilities.

Job Description

We are looking for the right Principal/Lead Consultant possessing experience with Contact Center Operations, but specifically with Contact Center technologies to join our team. Our Consultants work with clients throughout the strategic transformation lifecycle-from designing an organization's vision and developing corresponding strategies to executing those strategies and changing the way the organization works. We now seek highly qualified, seasoned professionals to join our industry-leading team.

Essential Duties

Lead

  • Serves as a Subject Matter Expert to project teams in one or more of the following areas (process and technology):
    • Contact Center technologies including Cloud-based interaction handling, and routing capabilities optimization
    • Contact Center Operations, and Performance Management optimization
    • Workforce Management (“WFM”) Optimization
  • Helps clients to conceptualize and design new or better customer strategies that drive revenue expansion and/or cost reduction efforts
  • Demonstrates knowledge of Marketing/Sales/Service Industry, market and process best practices and analytical techniques in creating new insights to drive recommendations

Market/Capabilities Building

  • Provides thought leadership expertise in customer care processes, organization design, information technology strategy and implementation, performance metrics and change management techniques
  • Assists with client delivery, building and maintaining a network of professional and client relationships within the customer solutions practitioner community
  • Leverages and improves intellectual capital, frameworks and methodologies
  • Assists in the execution of market strategies for well-defined client organizations of strategic importance to the firm

Team Leadership/People Development

  • Demonstrates creative insights to client problems
  • Works closely with client and project team members to generate practical solutions and ensures clients assume the ownership required for successful implementation
  • Lead, manage, and mentor a team of delivery consultants in the US and overseas

Executive Leadership/Building the Institution

  • Creates intellectual capital
  • Contribute to the development of new service offerings
Experience and Skills

Minimum of 8-years of relevant functional work experience in a consulting firm or industry role (with consulting experience at a Tier 1 firm highly preferred), showing progressive advancement and a record of achievement. Understanding of one of the following solutions:

Primary

  • Cloud-based interaction management, and routing solutions
  • IVR Voice User Interface (“VUI”) design
  • Interaction routing design across multiple blended channels
  • Contact Center Optimization
  • Workforce Management solutions
  • Customer Experience design, and enablement
  • Self-service strategy
  • Customer Care strategy

Secondary

  • Outbound Dialer design, and deployment
  • CRM strategy
  • CRM vendor selection/solution design (including knowledge of one of the following applications: Oracle CRM (Siebel); Salesforce.com; Pegasystems; SAP CRM)
  • Workforce Management vendor selection/solution design
  • Contact Center vendor selection/solution design
Capabilities
  • In-depth experience developing requirements, creating RFPs, and assisting clients in selecting new cloud-based interaction management solutions
  • Deep expertise leading deployments of cloud-based interaction solutions with the ability to optimize to ensure attainment of client objectives following initial implementation
  • Experience in Contact Center Assessment and Opportunity Improvement Planning
  • Strong overall leadership and facilitation skills
  • Strong oral, written presentation and communication skills
  • Serves as a Subject Matter Expert to project teams in one or more of the following areas:
    • Process, people management and technology
    • Customer Loyalty (insight, segmentation, treatments, marketing ROI, campaign mgmt., sales, touch points, analytics)
    • Customer Self Service Applications and Architecture (IVR, web, chat, email, collaboration technology)
    • Customer Call Mgmt. (call reason analysis, skills-based routing, IVR to agent handoff, agent to agent handoff, First Call Resolution techniques and metrics generation)
    • Customer Interaction Process Mgmt. (call flow analysis and design, interaction types, scenario-based customer care modeling, universal agent processes)
    • Contact Center Operations (Planning, Scheduling, Intra-day operations, vendor operations, quality mgmt., customer SAT surveys, performance & SLA reporting)
    • Agent and Team Lead Performance Mgmt. (Desktop tools, interaction processes, reporting and dashboards, learning and knowledge mgmt., innovation and incubation)
    • Contact Center Competitive Analysis and Benchmarking
    • Customer Contact Data Mgmt. (integrating feeds from IVR, ACD, vendor ACD, CRM applications, deploying quality assurance applications, survey applications, root cause analysis and performance reporting (metrics and benchmarking, trends analysis, ad hoc reporting)
    • Governance (PMO, vendor mgmt., contracts, SLAs, Financial Analytics, Change Mgmt. and control) Channel Strategy and Contact Center Alignment

We offer a highly competitive compensation structure that will allow you to be rewarded for the contributions you make. If you thrive in an environment that is collaborative, challenging, and will provide you the opportunity to expand your skills – come talk to us. We’d welcome the opportunity to get to know you and allow you to learn more about us. We are an equal opportunity employer committed to providing a diverse environment. The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

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Work With Us

We’re looking for talented people inspired by innovation, great partnerships and a passion for delivering transformational business solutions. All the while, enjoying what we do and celebrating success.

For more information, contact
communications@pptsolutions.com

Corporate Contact
9521 B Riverside Parkway
Suite 266
Tulsa, OK 74137
407.501.4269