Digital Contact Centre Transformation Consultant

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Digital Contact Centre Transformation Consultant

Global Consultancy

London / home working

Salary: £60-80k base

As a tier 1 preferred supplier to one of the world's leading consultancies we have be asked to assist with the search and selection of a Digital Contact Transformation Consultant / Specialist. The purpose of this role will be to help frame and implement the solution to modern problems in volatile, uncertain and complex situations; delivering agile strategies, recommendations and solutions that will overall improve Contact Centre experience overall.

You will partner with clients to develop and deliver Operating Models that will improve Contact Centre administrative operations efficiency. You will also help clients to make the best use of their technology investment, through a range of intelligent automation solutions with front office live chats, chatbot, and knowledge portals to back office Robotic Process Automation (RPA) offerings.

This role will be home based initially with a view to moving to office based work a few days a week post Covid.

Our client is a highly regarded organisation and known for its great in-house training and career progression.

KEY SKILLS

*Experience in Contact Centre Transformation and operations

*Experience of working with a multi-client BPO (business process outsourcing) providers

*managing large complex transformations in an BPO environment.

*ability to transition Contact Centre Services to Onshore, Nearshore and Offshore BPO delivery centres

*Support sales cycle with RFP/RFI/RFQ development.

*Build, develop and implement and engage in new service delivery approaches

*Knowledge in Service Management platforms (ServiceNow, Zendesk, Tethr, Cisco, Avaya, WFM, and Salesforce

*Must be willing to travel on occasion when required

We are keen to build strong relationships with IT consultants based on providing a transparent and supportive service. Now in our 18th year we pay promptly and are a stable contracting partner in good financial health. Deerfoot IT: Est. 1997. REC member. ISO certified. *Each time we send a CV to a recruiting client we donate £1 to The Born Free Foundation (charity no. 1070906). We never send your CV without your email authorisation.

Deerfoot is acting as an Employment Business in relation to this vacancy