• Analyze and implement process improvements for better effectiveness
• Collaborate with stakeholders to design impactful omnichannel strategies
• Maintain elevated standards of project delivery and client satisfaction
• Utilize diagnostic insights to inform strategic decision-making
• Foster stronger client relationships to drive successful outcomes
• Mentor junior staff to develop their skills and capabilities

Requirements

Bachelor's Degree
5 years of consulting and/or industry roles within customer service/contact center operations
Master's Degree in Business Administration preferred
Experience with omnichannel customer service strategies
Knowledge of CCaaS, AI/automation, and contact center technologies
Building client relationships and delivering innovative solutions
Proficiency in data analysis and customer service performance measurement
Demonstrating ability to mentor junior team members
Enhancing team capability through coaching and development
Leading digital transformation initiatives

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Hard Skills

data analysis
customer service performance measurement
omnichannel customer service strategies
CCaaS
AI
automation
contact center technologies
digital transformation

Soft Skills

process improvement
stakeholder collaboration
client relationship building
project delivery
client satisfaction
strategic decision-making
mentoring
coaching
team development

Certifications & Qualifications

Bachelor's Degree
Master's Degree in Business Administration

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