Advisor Business Process Outsourcing

Summary

The Advisor Business Process Outsourcing Professional provides Customer Experience [CX] Contact Center Quality Assurance and Insights, and Vendor Management, thought leadership and subject matter expertise to guide strategic and operational business planning and implementation for enterprise-wide programs and projects. Leveraging deep quality assurance and insights expertise, and experience working with vendors in large customer contact centers, implements rigor and manages routines to minimize risk of operational failures, eliminate redundancy. Collaborating with enterprise partners, the lead aligns processes, capabilities, and tools with the overall experience strategy to deliver optimized, frictionless experiences for internal and external customers.

This is a Lead level, individual contributor role.

Your role in our mission

Essential Job Functions

• Acts as a primary resource for cross-functional teams, supporting business planning, steady-state, and continuation initiatives for CX Standardization and Operational Excellence.
• Serve as a subject matter expert, overseeing the operational health and value of assigned processes, capabilities, and tools.
• Monitor key performance indicators, inform stakeholders of non-compliance or gaps, recommend improvements, and mitigate risks. Drive collaboration to ensure seamless experiences and achieve ROI against CX requirements.
• Works in conjunction with the business development team in representing the company's capabilities to potential clients. Accompanies sales team to client sites, gathers data, provides input and assists in client evaluation.
• Structures moderately complex proposal across processes, applications and infrastructure in conjunction with business strategy. Provides input into pricing of proposition.
• Evaluates current, internal processes and maintains currency with industry trends and forecasts. Recommends and implements approved modifications and/or new processes to maintain competitiveness in the industry.
• Provides complex analysis and documentation of client requirements to provide appropriate data to project development and implementation team for client(s). Creates complex client-specific processes and templates, manuals, handbooks, and other documentation.
• Identifies metrics to assess effectiveness. Summarizes results and prepares reports for management.
• Demonstrated ability to learn and adjust based on feedback and make decisions based on client needs. Seek out and use different ideas and viewpoints. Design from the customer point of view. Think beyond a single interaction - design, deliver and support great end-to-end experiences.
• Proactively monitor, measure, and manage business operational risk associated with processes, capabilities, and tools utilization using established methodologies and exercising front line control plans to ensure alignment with business unit specific requirements, process requirements, and business needs.
• Establish continuous feedback loops to improve the flow of transactions and propel frictionless experiences.
• Develop and deliver proactive communication and change management plans for customers, employees, and internal stakeholders. Ensure alignment and provide hands on support day-to-day operations, DDI and project partners.
• Provide diverse perspective to leverage multiple ways of thinking while continuously evolving end-user [client, vendor and / or GW employee] solutions specific to functional processes, capabilities, and tools.

What we're looking for

Basic Qualifications

• Bachelor's degree or equivalent combination of education and experience
• Nine or more years of customer contact center quality assurance experience, including working directly with contact center Vendors / BPOs
• Experience working with QA technologies and customer contact center capabilities and systems
• Strong written and verbal communication skills, change management planning and execution expertise
• Demonstrated ability to influence and deliver tactical and strategic program plans, project management experience
• Strong attention to detail with proven experience utilizing various systems to collect and analyze data with expert MS Office experience, specifically to Excel and PowerPoint

Other Qualifications

• Strong analytical and problem-solving skills
• Leadership skills to guide and mentor the work of less experienced personnel
• Ability to conceptualize, design, develop and apply business and management consulting applications and services
• Experience with Lean and / or Agile methodologies

What you should expect in this role

Work Environment

• Remote, in the US
• Travel based on business need, less than 25%

What you should expect in this role

• Accountability for multiple, complex functional processes, capabilities, and / or tools.
• Responsibility for driving improved internal and external client satisfaction and propelling operational excellence.
• Autonomy, authority, and accountability to shape employee and client experiences.