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Financial Services - Managing Consultant

Company: Guidehouse
Location: Pomfret
Posted on: November 23, 2021

Job Description:

OverviewGuidehouse is a leading global provider of consulting services to the public and commercial markets with broad capabilities in management, technology, and risk consulting. We help clients address their toughest challenges and navigate significant regulatory pressures with a focus on transformational change, business resiliency, and technology-driven innovation. Across a range of advisory, consulting, outsourcing, and digital services, we create scalable, innovative solutions that prepare our clients for future growth and success. The company has more than 10,000 professionals in over 50 locations globally. Guidehouse is a Veritas Capital portfolio company, led by seasoned professionals with proven and diverse expertise in traditional and emerging technologies, markets, and agenda-setting issues driving national and global economies. For more information, please visit: www.guidehouse.com.Responsibilities

    • Perform evaluations of contact center operations and supporting functions including workforce management, quality, training and analytics
      • Lead/facilitate meetings with client to ensure an understanding of contact center operations, organizational culture, project objectives, and success criteria
        • Develop project strategies and actionable plans, including stakeholder engagement, communications, leadership alignment, organization transition, change readiness, risk mitigation, recommendations, and end-user training
          • Map and evaluate processes, providing feedback on opportunities to improve performance and automate key steps
            • Evaluate technology trends and advise clients as they build their roadmap for modernization of their systems and other technology
              • Execute project plans using Guidehouse-approved tools and methods
                • Provide direct support and coaching to frontline Managers and Team Leads as they help their direct reports through transitions
                  • Create presentations, reports and other deliverables for clients related to contact center assessment findings, strategy, and recommendations
                    • Participate in business development initiatives that include targeting external clients and attending industry conferences and speaking engagements
                      • Provide thought-leadership related to maturing client's management governance, practices, processes and tools
                        • Lead and supervise teams on small, medium, and large engagements
                          • Train and develop Consultants and Senior Consultants
                            • Engagement planning and management
                              • Analyze and identify solutions to improve workforce management including capacity management, long-term forecasting, short-term forecasting, scheduling and real-time management
                                • Analyze and identify solutions to improve quality management processes including evaluation form design, agent coaching, calibration and data / trend analysisQualificationsRequired:(MUST HAVES and MUST BE reflected in resume.)
                                  • Bachelor's degree from an accredited school
                                    • Five-plus years of experience working with contact centers, service operations, and back office environments is required
                                      • Previous consulting and/or client-facing experience required
                                        • Advanced problem-solving and analytical skills, including the ability to analyze contact center trends and service levels using industry standard platforms
                                          • Strong ability to create visually compelling PowerPoint presentations that are clear, concise, thoughtful, and accurate
                                            • Strong relationship building skills and the ability to work cooperatively and effectively with clients and coworkers to achieve client delivery goals and expectations
                                              • Strong facilitation skills, conflict resolution skills, and cross-functional verbal and written communications (emails, proposals, presentations, white papers etc.) skills
                                                • Excellent customer service skills and customer service orientation
                                                  • Ability to influence others and move toward a common goal
                                                    • Ability to understand and meet clients' needs and special requests
                                                      • Ability to initiate and follow through on projects
                                                        • Ability to work independently and prioritize tasks with minimal or no supervision
                                                          • Strong attention to details and accuracy
                                                            • Flexible and adaptable; able to work in ambiguous situations
                                                              • Experience using a customer contact telephone system and/or a customer relationship management system
                                                                • Business acumen and understanding of organizational issues and challenges
                                                                  • Familiarity with project management approaches, tools and phases of the project lifecycle
                                                                    • Process reengineering and optimization expertise
                                                                      • Effective time management
                                                                        • Familiarity with web-based systems and tools
                                                                          • Experience with using data analytics to assess performance
                                                                            • Evolving and self-starting work ethic
                                                                              • Experience using Microsoft Office (Word, Teams, Excel, PowerPoint, Outlook) products
                                                                                • Due to our contractual requirements, to be eligible for this role, you must be fully COVID-19 vaccinated at time of hirePreferred:(NICE TO HAVES, but not required)
                                                                                  • Federal procurement and contracts/subcontracts experience
                                                                                    • Awareness of contact center technology trends is preferred, including but not limited to CCaaS, WFM, QM, call recording, CRM, speech analytics, along with other reporting and visualization tools
                                                                                      • Knowledge of workforce optimization tools and how they are used to address business challenges
                                                                                        • Understanding of forecasting and scheduling, quality and performance improvement programs in large-scale contact centers is a plus
                                                                                          • Exposure to financial services or banking industry is plus but not required
                                                                                            • PMP or Scrum Master certifiedAdditional RequirementsThe successful candidate must not be subject to employment restrictions from a former employer (such as a non-compete) that would prevent the candidate from performing the job responsibilities as described.DisclaimerAbout GuidehouseGuidehouse is an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.Rewards and BenefitsGuidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.Benefits include:
                                                                                              • Medical, Rx, Dental & Vision Insurance
                                                                                              • Personal and Family Sick Time & Company Paid Holidays
                                                                                              • Position may be eligible for a discretionary variable incentive bonus
                                                                                              • Parental Leave and Adoption Assistance
                                                                                              • 401(k) Retirement Plan
                                                                                              • Basic Life & Supplemental Life
                                                                                              • Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
                                                                                              • Short-Term & Long-Term Disability
                                                                                              • Tuition Reimbursement, Personal Development & Learning Opportunities
                                                                                              • Skills Development & Certifications
                                                                                              • Employee Referral Program
                                                                                              • Corporate Sponsored Events & Community Outreach
                                                                                              • Emergency Back-Up Childcare Program

Keywords: Guidehouse, Washington DC , Financial Services - Managing Consultant, Professions , Pomfret, DC

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