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Senior Manager, Strategy & Operations

Closing date
14 Jun 2021

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Technology & New Media
Contract Type
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Job Details

TTEC EMEA are looking to appoint a Customer Experience Transformation Consultant at Senior Consultant grade.

Key Responsibilities:

Working as part of team to analyse, design and implement strategic / operational improvements to B2B and B2C clients' contact centres ensuring high quality, on time and to budget delivery to the highest levels of client satisfaction.
Working with client CX leaders/stakeholders and building trusted advisor relationships.
Identifying and prioritising operational contact center problems/improvement opportunities.
Planning and executing integrated strategic, CX transformation and operational improvement action plans across the full operating model.
Working with technology colleagues and client technology teams to deliver the business outcomes and value form technology implementations.
Supporting business development activities to sell on from existing clients and to win opportunities at new logos.

Experience Required:

Has multiple instances across different B2B/B2C organizations of:

Analysing, designing and implementing strategic and operational change/improvements to contact centres across the full operating model - customer journeys, front and back office processes, ops management, people, systems and data - as either a consultant or operational lead.
Creating transformation plans supported by compelling business cases to influence key client stakeholders
Delivering the business benefits / KPI improvements from contact centre technology implementations including UC omnichannel platforms, CRM/Case Management, Agent Desktop, Voice & Speech analytics, Digital AI/RPA/RDA/Social Media/Messaging tools.
Successful business development including proposal writing and pitching.

Skills / Capabilities

Track record of building and leveraging excellent senior level relationships.
Mature consulting and stakeholder management / influencing skills.
Expert practitioner in the use of CX consulting tools and techniques - contact center data analytics, customer journey mapping, Use Cases, workshop facilitation etc.
Transformational thinking and operational execution.
Can operate individually and lead a team.
Focused on business and customer outcomes.
Ability to create and deliver compelling presentations to a senior audience.

Reporting Lines

The line manager of this role will be the Head of TTEC Consulting & Analytics.


This role will be based in the UK.
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