Contact Center Operations Executive Consultant

Responsible for successful delivery of contact center (CC) engagements. Provides hands-on leadership and direction to team as well as manages client relationships. Facilitate process development/design sessions/discussions.
Advise leadership on critical activities required to integrate new operations into existing contact center. Develop/modify generic front office and back office process
flows. Document ad hoc CRM application functional/technical requirements. Identify activities to complete for process implementation preparation. Develop learning
tools/templates. Review testing/training materials. Develop/modify QA and performance metrics program. Mentor project members and client on contact Center operations. Identify risks/iIssues and continuous improvements. Prefer candidates local to the Washington, DC
area, as Federal clients won't cover travel expenses. All candidates must have the ability to travel up to 100% if required. US Citizenship preferred, but Permanent Residence acceptable.

Workplace
C-Customer/Alternate Location

Division
Global Business Services: 16-FIS IBM FED INTEGR & SVCES

Desired Skills
Strong familiarity with and use of contact center best practices and contact center operations, including structuring processes and call flow procedures, consolidation environment (CC, help desk ITIL framework, data center user servicing), automation and self-service solutions (IVR, portal), desk-top (CRM) application, functional design and development, CTI/IVR functionality and technology, and contact center reporting/metrics. Must have strong communication, organizational and client relationship skills. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin. xallx

Additional Info
Global Business Services: Consult with us IBM Global Business Services helps top-tier clients solve their most complex business and technical issues. Our consultants deliver innovative business consulting, business process design, systems integration, and application design and management to leading commercial and public sector organizations in 17 industries worldwide. With access to resources that only a global leader can provide, our people learn valuable skills, gain access to a vast and diverse network of talented professionals, and enjoy unparalleled career, training, and educational opportunities.

Education
Bachelors Degree/Equivalent Experience

Major
Not Applicable