Sr. Manager, Customer & Command Center Operations (01TKX)

London, England, United Kingdom GB

TeleTech is seeking a Senior Manager, Command & Contact Center Operations to join our Consulting team.  This role is based in London and will require travel.
 
Chances are that as a consultant you were always interested in coming up with solutions, in being part of building something original, something that required your particular expertise and fully utilized your marketing, planning and data mining abilities. If your current reality isn’t matching the dream, consider TeleTech.
 
What you’ll be doing: 
 
As a Senior Manager, you will be focused on Contract & Command Center Operations Consulting.  Your perspective needs to be innovative, looking beyond technology and tools into the interactions of organizations, process, and quality information.
 
What you’ll bring to us:
  • Proven ability to lead and facilitate focus interviews or group discussion with clients. 
  • Perform quantitative analysis through the review and analysis of different reports and other pertinent data.
  • Bring in structured and methodical problem solving approach to address client challenges.
  • Develop and present recommendations to client stakeholders.
  • Develop plans and programs for change implementation in the organization.
  • Build effective communication with diverse teams of individuals within client teams.
  • Translate complex work products into structured project plans and actively manage them with client teams and stakeholders.
What skills you’ll need:
  • 8+ years of professional experience, and at least 3 years of consulting experience.
  • Be considered a Command Center Subject Matter Expert, including Contact Center and Command Center Operations with experience in workforce planning, reporting, quality, and business improvement.
  • Demonstrated experience crafting and implementing consulting solutions to meet complex business challenges and customer needs.
  • Successful implementation and/or operations of WFM Technology stack utilizing tools like NICE/IEX, VERIENT or others.
  • Experience having built Operational Dashboards around KPI’s; worked with senior executive team to create awareness and support for Customer Experience innovation.
  • Operated a Command Center managing multiple contact center vendors in the delivery of customer service or sales; led a vendor and/or technology evaluation in the areas of Work Force Management, Telephony Service, IVR, Call Recording, Quality Management or other components within the Command and Contract Center environment.
  • Excellent oral and written communication skills, with the ability to interact effectively with all levels of management. 
  • Degree from globally reputable university in business, economics, engineering, or a related field with outstanding academic record. MBA or advanced degree in a quantitative discipline is a plus. 
 
Who We Are:
TeleTech is a pioneer in customer experience, engagement and growth solutions. Our 40,000+ employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels.   We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.
 
Our Consulting team is on a mission to help our clients realize the amazing opportunities available to them, by driving new thinking and transforming the way they create exceptional experiences for their employees and customers.   We provide end-to-end advisory and execution services, giving leaders the confidence and tools to re-think how to compete with a combination of our logic, intellect and ability to make sense of the data with our creativity and experience.
The Senior Manager, Command & Contact Center Operations, is a key part of this team, and will use his/her skillset to solve problems, build something new, and work with some of the biggest brands in the world.
 
What We Offer:
  • Global career mobility, professional development, employee recognition programs
  • State of the art technology which allows for seamless global connectivity
  • Learning and career growth opportunities via our global footprint
  • Rich wellness program and health incentives
Lead Everyday w Do the Right Thing w Reach for Amazing w Seek First to Understand wAct as One w Live life Passionately


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