Job Description

BCD Travel Services B.V. Senior Manager, Contact Center Consulting (Remote) Full time - Remote-US, Canada, Netherlands, United Kingdom, Poland, Spain, Luxembourg, Denmark, Sweden, Italy, Ireland, Norway, Germany, France, Belgium, Switzerland & Costa Rica This key position is responsible for providing project support, post-project data gathering and analysis, and field operations consulting for Contact Center technology initiatives at the individual account, regional, divisional and global level. Responsibilities include implementation support, analyzing and proposing actions that will improve Contact Center technology performance and optimization, and documenting return on investment. This position may also lead a team supporting the same requirements within Contact Center Consulting. Typical projects may include (but not limited to):

• Contact Center technology development, implementation, and post-project follow up
• Major process changes that impact Contact Center technology use
• New business implementations
• Unique client requirements design and consulting
• Projects with high levels of complexity and/or change

• Prepare proposals, presentations, and cost benefit analysis for recommendations
• Create and manage a testing plan that encompasses all data and/or process elements for all user requirements
• Work with strategic partners within the organization to make the centers enhance service delivery, drive efficiency, and leverage investments in technology
• Create and maintain and execute project plans for contact center technology
• Partner with appropriate resources to provide requirements, definitions, calculations and design recommendations for real time and historical reporting
• Provide input for budget planning to project costs for personnel, training, and other expenses
• Execute or direct the completion of personnel recruiting, hiring, training, development, motivation, and separation (manage teams)

• A few years of contact center management or experience with contact center data/tools
• Prior supervisory or management experience
• Subject matter expertise in contact center principles including staffing configuration, telephony routing, contact center data requirements
• Excellent presentation and interpersonal skills with the ability to lead a team of non-direct reports
• Capable of identifying customer needs – listening to information, asking probing questions, applying knowledge, crafting solutions
• Knowledge in Automatic Call Distribution (ACD) technology and experience with WFM forecasting / scheduling software
• Intermediate or higher Excel skills

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