Senior APAC Customer Experience Consultant

Key Responsibilities
  • Develop and deliver consulting services that support business development & demand generation. 
  • Strong focus on Value Realization Services consulting bookings, new revenue growth and renewal of existing consulting engagements.
  • Deliver consulting services in the area of contact center, performance improvement and business transformation, leveraging knowledge of industry best practices & proven practices using the company's solutions.
  • Focus on contact center best practices & processes.
  • Analyze new and existing customers KPI performance and develop contact center improvement plans.
  • Deliver services and solutions that create measurable value that leverage clients’ investment in the company's technology thereby improving ROI as well as profit.
  • Responsible for successful delivery of contact center improvement recommendations resulting in highly satisfied, referenceable clients
  • Develop presentations and present consulting recommendations to Senior Executive Sponsors
  • Support the Account Executives in identifying additional solution opportunities.  
  • Identifies opportunities for additional VRS Consulting engagements through business development & service subscription renewals.

Required Experience
  • Minimum of 10 years of internal or external business consulting experience in a call center or contact center technologies.
  • Proven business development, operational excellence and client services experience in contact center industry
  • Work on projects that help clients integrate strategy, process, technology, and information to increase effectiveness, reduce costs and improve profit.
  • Possess good knowledge on Analytics, Workforce Management, Cloud Solutions, OCR, etc
  • Demonstrated operational performance improvements with significant benefit.
  • Must have experience with contact center solutions including Analytics, Workforce Management, Cloud Solutions, OCR, etc
  • Ability to work flexibly and independently in a fluid, start-up like environment
  • Ability to work successfully with clients and business partners directly
  • Excellent problem solving ability in high pressure situations
  • Excellent negotiation skills to resolve internal and external competing priorities
  • Proven ability to influence cross-functional teams without formal “direct-line” authority
  • Excellent verbal, written communication, and presentation skills

Preferred Experience
  • Multi - Domain experience with contact center Performance Management; Back Office Management; Process Automation (Robotics); or Quality Management solutions/processes.
  • Ideal candidate to come from a top consulting firm or contact center BPO.
  • Multi-industry experience – Banking, Insurance, Healthcare, Telecom
  • Six Sigma, Change Management or other Process Improvement Discipline
  • Expertise in contact center reporting and analytics
  • Expertise in financial modeling (e.g., cashflows, TCO, ROI, breakeven analysis)

joseph.lam@adaptivetech.io

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