Solutions Consultant - Contact Center

Position Summary :

- The individual should have strong Domain knowledge in the Contact Center Industry (Inbound/Outbound + Chat + email + Messaging) in order to identify market needs, and create thought leadership content, frameworks to support decision-making.

- The candidate will be required to deliver research and analysis through written reports, research-informed consulting, client enquiries, speaking engagements, and other deliverables.

- The candidate will be required to contribute actively in the pre-sales cycle by delivering research and analysis focused on leading trends in the Business Process Outsourcing space for Contact Center Clients.

- Identifying problem statements, creating effective solutions, augmenting research material from time to time. Will be required to make effective presentations , work with senior executives, develop research agendas, and work with clients & integral teams to solve strategic business services and technology related sourcing, transformation challenges.

- This is an Individual Contributor role who needs to demonstrate ownership, hands on approach, multi-tasking ability, detail orientation, pro-activeness and expertise in stakeholder management skills & competencies.

Pre-requisite for the role :

Essential Qualification and Work Experience :

1. Graduate

2. Experience in Contact Center Domain for US, UK or Australia geographies

3. Overall 10-12 years+ of work experience in mix of International BPO and / or consulting environment

4. At least 6-8 core years in Contact Center domain.

5. Excellent Written, Oral and analytical skills coupled with excellent Presentation creation skills.

6. Good MS Word, Excel, MS Visio, Powerpoint experience

7. Min 5 years experience required Transition.

Soft Skills :

1. Excellent Leadership skills

2. Excellent communication and email etiquette skills

3. Strong client interaction skills

4. Strong collaboration skills with multiple senior stakeholders

5. Strong Analytical skills

6. Excellent conflict and stakeholder management skills

Technical Skills:

1. Advanced MS PowerPoint Skills

2. Advanced MS Word & Content Creation Skills

Preferred Qualification:

1. MBA from reputed business school

2. Proposal writing skills certification

3. Operations management or Transitions experience in BPM environment in the past

4. PMP, Prince 2 certified / Black Belt

Preferred Soft Skills :

- Excellent program management skills

- Exposure to data analytics

"Coforge is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law"

3. Well acquainted with leveraging open and paid research sources

4. Ability to research large amounts of data from open and paid sources

C. Essential duties and responsibilities include the following (other duties may be assigned)

1. The individual should have strong Domain knowledge in the Contact Center Industry (Inbound/Outbound + Chat + email + Messaging)

2. Assess client needs: Conduct in-depth assessments of clients' contact center operations to identify pain points, challenges, and opportunities for improvement.

3. Solution design: Develop comprehensive contact center solutions tailored to each client's unique requirements, considering factors such as technology, processes, and customer experience.

4. Technology evaluation: Stay up-to-date with the latest contact center technologies and evaluate their suitability for clients' needs, recommending appropriate solutions.

5. Project management: Lead and oversee the implementation of contact center solutions, ensuring projects are delivered on time and within budget.

6. Client communication: Serve as the primary point of contact for clients, maintaining clear and consistent communication throughout the engagement.

7. Performance monitoring: Implement monitoring and reporting mechanisms to track the performance of contact center solutions and make data-driven recommendations for improvements.

8. Troubleshooting: Identify and resolve technical issues and challenges that may arise during the implementation and operation of contact center solutions.

9. Best practices: Stay current with industry best practices and emerging trends in contact center technology and customer service.

10. Documentation and reporting: Maintain detailed documentation of project activities, deliverables, and outcomes, and provide regular reports to clients and management.

Pls find below the format :

Candidate Name:
Position Applied for:
Date:
Total Experience:
Relevant experience:
Current / Last Designation:
Working as Transition Mgr or working in Operations & supporting transition:
Current / Last Organization:
Ready to work from Office ( PNQ/ BLR/GNG):
Ready to work in night shift:
Any exposure on Visio & MS Project:
Any exposure to RFPs:
Any international travel exposure:
Passport available - Yes/No
What is the domain for the candidate:
Notice Period:
Reason for leaving:
Contact Number:
Current Location:
Education Qualification:
Current CTC:
Expected CTC:

Questions Response from Candidate:

1. What is your total experience - Years in Ops? Years in other functions?

2. Since how long have you been working in contact centre Solutions / Pre-Sales / Practice

3. Please share details of your roles & responsibilities in contact centre Solutions / Pre-Sales / Practice in not more than 10 bullet points.

4. Please share which Markets (geos) do you have experience in.