Customer - Contact Centre Specialist (Consultant to Manager)

Customer - Contact Centre Specialist (Consultant to Manager) Customer Practice - Contact Centre Specialist (Consultant to Manager)

About Baringa:
We set out to build the world's most trusted consulting firm - creating lasting impact for clients and pioneering a positive, people-first way of working. We work with everyone from FTSE 100 names to bright new start-ups, in every sector.

You'll find us collaborating shoulder-to-shoulder with our clients, from the big picture right down to the detail: helping them define their strategy, deliver complex change, spot the right commercial opportunities, manage risk, or bring their purpose and sustainability goals to life. Our clients love how we get to know what makes their organisations tick - slotting seamlessly into their teams and being proudly geeky about solving their challenges.

We have hubs in Europe, the US, Asia and Australia, and we work all around the world - from a wind farm in Wyoming to a boardroom in Berlin. Find us wherever there's a challenge to be tackled and an impact to be made.

Our customer practice are looking for an experienced Consultant, Senior Consultant or Manager to join the team.

Out Customer team is hiring motivated and talented individuals, from Consultants to Managers: new colleagues to join us and help our clientstransform the way they engage with their customers to drive enduring growth opportunities within their business. From redesigning their customer service experience to re-imagining the role of the contact centre, we help them on their journey to a next generation customer operation, bringing digital and AI capabilities at the heart of their operating model.

Our team are passionate about helping clients define and realise the outcomes that will transform their Customer facing businessfrom a strategy, commercial, technology, cultural and organisational perspective.

You will be joining our thriving Customer team with a deep customer centric approach, customer service / operational expertise and a good grasp of evolving digital technology and AI, you will be involved inhelping clients progress on their journey to transforming their organisation and delivering a world class customer experience. We are looking for 'Customer experts' who are passionate about:

What you will be doing

• Service Design and Customer Centricity: Applying a customer-centric service design approach to redefine customer journeys, lead customer service strategy, and develop omnichannel interaction models.
• Leveraging AI to drive CX: Passionate about taking a client's most difficult challenges, identifying solutions and leveraging emerging and market leading AI solutions then implementing to drive enhanced customer and user experience.
• Reimagining Customer Contact: A desire to improve the customer experience for all through helping clients reimagine their approach to front office customer contact. I.e. designing and delivering new channels, automation AI and improved routing / IVR.
• Redesigning the Role of the Contact centre: Redesigning customer service capability to help drive intended business outcomes; including the new customer service advisor roles and Op Model in increasingly omnichannel, automated, and data-led environments. Alongside making this a reality through design and deliver of latest contact centre technologies (e.g. CCaaS, CRM, AI)

Customer Practice - Contact Centre Specialist (Consultant to Manager)

About Baringa:
We set out to build the world's most trusted consulting firm - creating lasting impact for clients and pioneering a positive, people-first way of working. We work with everyone from FTSE 100 names to bright new start-ups, in every sector.

You'll find us collaborating shoulder-to-shoulder with our clients, from the big picture right down to the detail: helping them define their strategy, deliver complex change, spot the right commercial opportunities, manage risk, or bring their purpose and sustainability goals to life. Our clients love how we get to know what makes their organisations tick - slotting seamlessly into their teams and being proudly geeky about solving their challenges.

We have hubs in Europe, the US, Asia and Australia, and we work all around the world - from a wind farm in Wyoming to a boardroom in Berlin. Find us wherever there's a challenge to be tackled and an impact to be made.

Our customer practice are looking for an experienced Consultant, Senior Consultant or Manager to join the team.

Out Customer team is hiring motivated and talented individuals, from Consultants to Managers: new colleagues to join us and help our clientstransform the way they engage with their customers to drive enduring growth opportunities within their business. From redesigning their customer service experience to re-imagining the role of the contact centre, we help them on their journey to a next generation customer operation, bringing digital and AI capabilities at the heart of their operating model.

Our team are passionate about helping clients define and realise the outcomes that will transform their Customer facing businessfrom a strategy, commercial, technology, cultural and organisational perspective.

You will be joining our thriving Customer team with a deep customer centric approach, customer service / operational expertise and a good grasp of evolving digital technology and AI, you will be involved inhelping clients progress on their journey to transforming their organisation and delivering a world class customer experience. We are looking for 'Customer experts' who are passionate about:

What you will be doing

• Service Design and Customer Centricity: Applying a customer-centric service design approach to redefine customer journeys, lead customer service strategy, and develop omnichannel interaction models.
• Leveraging AI to drive CX: Passionate about taking a client's most difficult challenges, identifying solutions and leveraging emerging and market leading AI solutions then implementing to drive enhanced customer and user experience.
• Reimagining Customer Contact: A desire to improve the customer experience for all through helping clients reimagine their approach to front office customer contact. I.e. designing and delivering new channels, automation AI and improved routing / IVR.
• Redesigning the Role of the Contact centre: Redesigning customer service capability to help drive intended business outcomes; including the new customer service advisor roles and Op Model in increasingly omnichannel, automated, and data-led environments. Alongside making this a reality through design and deliver of latest contact centre technologies (e.g. CCaaS, CRM, AI)

Your skills and experience

• AI in Service - Experience working with clients in Contact Centre environments, leveraging AI to improve or optimise the customer experience, it's the ability to work with a client provide expertise, best practice and insights to create a tailored solution.
• CCaaS Design and Implementation - Experience of Contact Centre as a Service (CCaaS) solutions and their functionally (Workforce Management, Omnichannel, Contact Routing etc) across the end-to-end delivery lifecycle to support clients in meeting their needs, i.e. increased agility, customer experience, automation, resilience, innovation and scalability
• Contact Centre Expertise - Experience in design, deployment and optimising Contact Centre operations ie Complaints, Sales and Service, to drive improved employee and customer satisfaction and operational efficiency.
• delivery Excellence - Experience as a Delivery Manager / Product Owner working with Agilemethodologies, demonstrating strong leadership and a collaborative mindset. Excellent written and verbal communication skills, interpersonal skills, and well-developed analytical abilities. Proven ability to build lasting client relationships and champion customer centricity.

We are looking for motivated customer centric professionals, with firsthand experience of Customer Contact environments and a robust understanding of leading best practice in the front office for today and for tomorrow, and experience of helping clients transform their operation and business to get there. With direct experience of working in a customer environment, you will understand both the tactical and strategic levers to pull to help our clients achieve their desired outcomes.

What a career at Baringa will give you

So, what's in it for you?

• The chance to influence and work directly with senior clients in top-tier organisations to improve their performance and business outcomes by better meeting the needs of their customers
• Promotion is solely based on your own performance, and we give you every opportunity to progress by having four promotional reviews a year
• You decide on the training you need. We invest in you, to ensure you remain the best in the business
• You can talk to anyone in the business. There are no barriers, and everyone is accessible, from our Analysts to our Partners
• Is there a goodwork-life balance? Absolutely.We have implemented a 3-4-5maxpolicy to ensure that you are never away for more than three nights a week, andwe will also give you an out-of-town bonus if you have to stay away.
• We believe we are a great place to work - and we've won awards to recognise it. We havebeen ranked first as the Best Workplace in the UK by the 'Great Place to Work' awards and had atop six spot for11consecutiveyears.

Putting People First.
Baringa is a People First company and wellbeing is at the forefront of our culture . click apply for full job details