Solution Advisor - Remote

Overview

We seek a results-oriented leader with extensive experience in call center operations and technology implementation. This role will focus on optimizing call center performance through the strategic use of technology to streamline operations and customer experience and provide a higher level of visibility to the business, ensuring that financial and customer experience objectives are achieved. The successful candidate will have a proven track record in strategy consulting and the ability to drive impactful business outcomes.

In Short

• Develop and implement strategies to enhance call center operations.
• Evaluate current call center processes for automation opportunities.
• Collaborate with teams to deploy conversational AI solutions.
• Conduct market analysis on industry trends.
• Provide expert consultation to senior leadership.
• Monitor KPIs to assess effectiveness of strategies.
• Lead training initiatives for staff on new technologies.
• Foster a culture of continuous improvement.

Requirements

• College or University degree in Communications, IT, Business or related field.
• Experience in call center or customer service leadership.
• Strong understanding of digital platforms and AI.
• Experience in operational process design (Six Sigma is an asset).
• Excellent communication skills.
• Ability to multitask and handle multiple engagements.
• Strong problem-solving skills.
• Proficient in customer service / CRM software tools.

Benefits

• Opportunity to lead innovative projects.
• Work with cutting-edge technology.
• Collaborative team environment.
• Professional development opportunities.
• Flexible work arrangements.