About the position
Junior Management Consultant with hands-on experience in contact centre operations to support a transformation project. This role is ideal for someone who combines contact centre operational understanding with a passion for real-time performance delivery improvement though coaching and challenging to deliver change through Team Leaders
Key Responsibilities:
- Support analysis assessments of contact centre performance, identifying pain points and opportunities.
- Drive real-time performance through the client
- Provide recommendations to improve schedule adherence, occupancy, service levels, and shrinkage control.
- Assist in the optimisation, and integration of Workforce Optimisation (WFO) platforms including forecasting, scheduling, intraday management, and performance analytics.
- Contribute to the development and rollout of change management plans and communications to ensure adoption and sustainability.
- Prepare clear, insight-led presentations and reports for internal and client-facing use.
- Support project delivery activities and track milestones under the direction of senior consultants.
Key Skills & Experience:
- 5+ years of experience in contact centre operational management, planning, or consulting roles.
- Strong understanding of WFO platforms (e.g., NICE, Verint, Genesys, Teleopti).
- Proven experience with forecasting models, capacity planning, and schedule optimisation.
- Solid grasp of real-time management principles and adherence strategies.
- Excellent analytical, problem-solving, and communication skills.
- Comfortable working with data tools such as Excel, Word, PPT.
- Able to work independently and as part of a project team in a fast-paced environment.
- Ability to deal with challenging clients and change resistance
Desired Skills:
- Contact Center Management
- Analysis
- Performance Management
- Change Management
- Consulting
- Teamwork
- Ability to work independently
- Data Analysis
- PowerPoint
- Excel
- Forecasting
Desired Work Experience:
