• Verint Systems
  • Providence , RI
  • Non-Executive Management
  • Full-Time
  • 25 Broadway

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**Sr. Management Consultant**

Location **US-Remote (United States)**

Job ID **13933**

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**Overview of Job Function:**

Verint Americas Professional Services Business Consulting is seeking full time experienced management consulting candidates to lead dynamic client projects and serve as a leader within our management consulting engagements. The senior management consultant candidate will leverage in-depth contact center knowledge, including but not limited to understanding contact center operations, workforce management, quality monitoring, training and contact center technology to lead projects to help clients solve business problems using management consulting solutions in the context of Verint tools. The management consultant will provide and document a thorough analysis of each business situation to deliver a fresh perspective to our team. The ideal candidate will be an exceptional communicator who can gain consensus, be accurate, understandable and provide actionable suggestions to guide our customers to be more functional, more successful, and to raise their success in the market.

**Principal Duties and Essential Responsibilities:**

?Providing organizational expertise and support to clients on a day to day basis

?Providing project management expertise and guidance to clients on an ongoing basis

?Conducting assessments of organizational structure and effectiveness

?Conducting assessments of quality programs and making recommendations around best practices and improvements

?Understanding call center and back office operations

?Supporting technology and being able diagnose problems and recommend improvements

?Assessing WFM capabilities and practices and making recommendations for improvement

?Identifying project risks, developing recommendations and implementing effective and proactive risk mitigation solutions

?Facilitating complex and large group conversations and meetings with a focus on collaboration and actionable results

?Designing, leading, and facilitating process improvement initiatives

?Championing organizational change and participating in the implementation of new ideas

?Identifying new opportunities to add value both within and beyond the scope of formal projects

?Developing root cause analysis and business case for proposed technology, staff and structure changes, including cost estimates

?Identifying key customer metrics and KPIs based on raw data and interview insights

?Developing delivery solutions based upon the analysis output and/or conversations with prospective clients and creating proposals, statements of work, project plans, project team, deliverables, savings opportunity accordingly

?Developing new business with existing clients based primarily on the results of our good work

?Overseeing a team of people, support and help develop them professionally

**Minimum Requirements:**

? Requires Bachelors degree in business or related field (with MBA or equivalent graduate degree being a plus) or equivalent work experience

? 5+ years of relevant work experience

? Previous external management consulting experience required

? Program/Project Management experience required

? Contact Center and Back Office Experience required

? Ability to travel up to 75%

?Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations

The ability to obtain the necessary credit line required to travel

**Preferred skills, knowledge and experience:**

?Contact center consulting and/or leadership expertise

?Process reengineering and optimization expertise

?Performance management expertise

?Experience with call center technology, operations, and quality

?Experience with workforce management

?Advanced analytical problem solving skills

?Strong conceptual thinking ability

?Attention to detail and perseverance to completion

?Strong organization/time management skills

?Voice of the customer and journey mapping expertise a plus

?Change management experience a plus

?Strong relationship

As an equal opportunity employer, Verint Systems Inc. prides itself in providing employees with a work environment in which all individuals are treated with respect and dignity. This means we are committed to providing equal opportunity to all qualified employees and applicants for employment without regard to one's race, color, religion, national origin, age, gender, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation, Veteran status or any other classification protected by applicable federal, state or local laws. This policy applies to all terms and conditions of employment including but not limited to hiring, placement, promotion, compensation, training, leave of absence or termination.

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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