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Associate Contact Center Consultant
Avtex, United States
Experience
1 Year
Salary
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Jan 6, 2022
Last Date
Feb 6, 2022
Location(s)
Job Description
The Associate Consultant role is focused on delivering contact center optimization and strategy engagements within the Contact Center consulting practice. The Consultant will support project and business analysis activities at the direction of the Manager, Contact Center Consulting for client projects. In addition, the Associate Consultant role will perform practice development and thought leadership activities as directed by the practice leader. These practice development activities may include CX or Contact Center research, competitive analysis, and/or client research.Responsibilities- Delivering Contact Center audit activities that explore the current state of Contact Center operations
- Strong capabilities in workforce management, workforce optimization and reporting/ analytics in the Contact Center
- Aligning Contact Center activities to Customer Experience initiatives
- Observe agent desktop and analyze contact center employee experience
- Lead and document client interviews
- Understand and document Contact Center processes and workflows, and offer process optimization recommendations
- Assist on aligning Contact Center initiatives to overall client roadmap and future state Customer Journey
- Provide guidance on Contact Center projects where expertise allows
- Conduct Contact Center competitive research
- Contribute to thought leadership development in Contact Center and Customer Experience spaces
- Support Client research activities
Requirements- Bachelors degree in a business related field, (e.g. Business Administration, Marketing, Information Systems, etc)
- 1 to 3 years in Contact Center or related Customer Service / Customer Experience field
- A basic understanding of Contact Center approaches, methods, concepts and models
- Strong business analysis skills
- Ability to think in white space
- Optimistic, proactive, energetic approach to work habits, management techniques, and communications.
- Excellent communication skills; both written and verbal.
Working at Avtex
At Avtex, we’ve worked hard to create a culture that promotes teamwork, creativity and an effective balance between work and the life outside of it. We are committed to attracting the best and brightest, retaining the best and brightest and building an enviable culture. In short, we want our employee experience to inspire people.
Do you want to be inspired in your workplace? We’re always looking for talented people to join our team! Job Specification
Avtex
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