Contact Centre Transformation Consultant

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Contact Centre Transformation Consultant

£65k - £70k DOE

Global Consultancy

Hybrid Working

We are currently looking for several Process Transformation Consultants to join this prestigious organisation and assist in contact centre transformations focused on enhancing customer experience with a digital-first approach. You will be the lead on client-side projects, owning the delivery of pre-agreed milestones and measures of success. Our client offers excellent potential for career growth, professional development, and a great personalized benefits package.

Skills / Duties

* Assess current contact centre eco-systems to identify ways of improving CX

* Create efficiencies and enhance user and customer experience by optimizing processes through eliminating waste and leveraging technology to integrate and automate processes and tasks

* Support clients in implementing industry leading Digital-First Omni-Channel CX strategies

* Recognize how clients can further optimize and maximize functionality of their current contact centre solutions

Requirements:

* Excellent Contact Centre operational knowledge

* Experience in a consulting / BPO environment is an advantage

* Expertise in improving customer experience

* Knowledge of simple automation principles, e.g. webchat, conversational AI, chat bot

* Working knowledge of contact centre's solutions (Zendesk/Genesys/AWS) is advantageous

This role may suit candidates, who hold the following job titles: Contact Centre Consultant, CX Process Improvement, Customer Services Performance Manager, Customer Services Transformation Manager

Deerfoot IT Resources Ltd is a leading specialist recruitment business for the IT industry. We will always email you a full role specification, name our client and wait for your email authorisation before we send your CV to this organisation. 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).

Deerfoot is acting as an Employment Agency in relation to this vacancy.