Sr. Consultant/Manager

BearingPoint, Inc. (NYSE-BE) is one of the world's largest business consulting and systems integration firms dedicated to aligning business and systems to empower Global 2000 companies and government organizations.As a Sr Consultant/Call Center Operations Manager, you will be a highly organized and self-motivated individual with excellent problem solving skills. You will be capable of juggling multiple priorities, and exercising initiative in handling changing and conflicting deadlines.
Responsibilities:

Maintain operational effectiveness during changing call volumes.

Provide daily coaching of front-line staff to reinforce and manage operational standards, policies and procedures.

Staff Scheduling and traffic planning.

Design of call and IVR flows

Familiarity with multiple access channels into a contact center and how to manage the staff and the workflow accordingly.

Manage to specific contact center metrics and Sevice Level Objectives.

Use of existing contact center reporting packages Maintain statistics.

Experience with multi-site, virtual contact center preferred.

Hiring, motivation and retention of agents

Assistance with business development.
Basic Qualifications:

Minimum 5 years supervisory experience in a call center.

5+ years experience managing multi-channel contact centers a must (call, email, web, workflow, correspondence).Preferred Qualifications:

Alpha-numeric data entry with high degree of accuracy.

Knowledge of CRM, COTS and telephony technologies.Candidates must have the ability to accommodate a Monday-Friday travel schedule.BearingPoint is an Equal Opportunity Employer and does not discriminate on the basis of race, national origin, religion, color, gender, sexual orientation, age, non-disqualifying physical or mental disability or any other basis covered by law. Employment decisions are based solely on qualifications, merit and business needs.
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