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workforce management consulting change management governance contact center📋 Description
- Owns customer Workforce Management Transformation Strategy
- Provides best-practice guidance to optimize business processes
- Designs change strategy across people, process, and technology
- Builds long-term relationships with customers as trusted advisor
- Coordinates milestones with the Project Manager
- Guides Application Business Consultants through program leadership
🎯 Requirements
- Minimum 5 years in business consulting for contact centers with WFM
- Experience with synchronous and asynchronous contact routing; Back Office preferred
- Lead consulting projects to drive process improvements and adoption of NiCE solutions
- Manage executive stakeholder relationships and secure active sponsorship
- Develop financial business cases with measurable improvements using benefit analysis
- Develop two-to-five-year evolution roadmaps for measurable impact
🎁 Benefits
- Global, market-leading company with opportunities worldwide
- Fast-paced, collaborative, and creative work environment
- Opportunities to grow across multiple roles and locations
- Exposure to NiCE innovations and thought leadership
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