Job Description:
As a Consultant within our Digital Services organization, you will leverage your call center BPO expertise to drive the optimal utilization of digital solutions across customer service operations. You will work closely with cross-functional teams and stakeholders to assess current operations and technical stack utilization, then formulate recommendations to improve processes and systems.
Primary Job Responsibilities
Engage the Project from a Business Perspective:
- Document customer journeys across all touchpoints (live agent chat, phone calls, email, chatbot, voicebot, social media, etc.)
- Review existing tools and systems, identifying gaps and proposing technological solutions to address operational issues
- Interview agents, site leader and QA to understand their view on processes and system interaction. Analyse operations KPI’s to industry/peer standards
- Manage stakeholder engagement, ensuring buy-in and active participation throughout the project lifecycle
- Design and run Design Workshops to improve processes, communications and reduce friction in those journeys
Manage the Implementation Process:
- Formalize and document “as is” and “to be” customer journeys aligned with newly implemented technologies such as voicebots, chatbots, conversational SMS, chat solutions, CRM, Knowledge Management, CCaaS, etc.
- Define business rules to optimize customer interactions and enhance operational efficiency
- Develop and implement digital strategies where needed
- Co-design and develop reporting frameworks in collaboration with the client to track performance and value realisation
Collaborate with Professional Services Teams:
- Work closely with Professional Services, Program Managers, Customer Success, Solutions, Account Management, Business Development and Operations teams to ensure that business requirements are met in the solution design
- Ensure clear communication of project outputs and facilitate the integration of business requirements into the implementation
Post-Implementation Support & Analysis:
- Lead post-implementation reviews to evaluate the impact of the new tools and services, ensuring they are meeting performance KPIs and driving operational success
- Analyse post-implementation data, work with Continuous Improvement (CI) teams to assess results, and recommend adjustments or optimizations
Skills and Qualifications
- Experience in BPO management, customer service operations, or continuous improvement with a strong understanding of performance levers such as contact flow distribution, workforce optimization, and training
- A passion for learning and improving how things are done
- Great communication skills—you’ll work with lots of different teams and customers, so being able to share ideas clearly is key
- Experience in Customer Journey mapping and workshop facilitation is a plus
- Familiarity and experience with digital tools that support contact centers (like CCaaS, CRM systems, knowledgebases, agent training, voicebots/chatbots)
- Fluency in English; other languages are a bonus
- Previous experience in operational management of customer service operations
- Previous positions held; Senior Ops Managers, Customer Success, Continuous Improvement, Professional Services, Consultant
About Us
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
