Call Center Consultant Job Description
Call center consultant
provides operational advice to clients and Bank staff on concepts, policies, and procedures for international and national procurement.
Call Center Consultant Duties & Responsibilities
To write an effective call center consultant job description, begin by listing detailed duties, responsibilities and expectations. We have included call center consultant job description templates that you can modify and use.
Sample responsibilities for this position include:
Actively participate in all training, maintain and developing expert knowledge in all changes to trading, operational and compliance policy, procedure, and system enhancements in order to deliver exceptional service
Responsible for root cause analysis and developing processes to overcome barriers
Engage with consumers, determine their needs and offer the appropriate product
Expected to recognize and support bank relationship partnership, keep current with industry changes, product changes any internal operational procedural changes
Serve as a technical lead and mentor
Retrieve inbound phone calls from Automatic Call Distribution (ACD) that are offered from retail customers and Yamaha marine dealers
Document precisely, the required retail customer and dealer contacts, within the Yamaha Customer Relationship Management System (YCRMS)
Evaluate retail customer and dealer requests for assistance and determine the type and amount of assistance to provide
Provide advice and assistance as requested from other call center consultants
Call Center Consultant Qualifications
Qualifications for a job description may include education, certification, and experience.
Education for Call Center Consultant
Typically a job would require a certain level of education.
Employers hiring for the call center consultant job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Graduate, Education, Business/Administration, Computer Science, Psychology, Business, Economics, Occupational Therapy, Nursing, Behavioral Science
Skills for Call Center Consultant
Desired skills for call center consultant include:
Contact center best practices
Customer service
Computer networking
Customs
Hardware and database terminology
International markets relating to telephony services
Legislation
Software
System enhancements in order to deliver exceptional service
Procedure
Desired experience for call center consultant includes:
Ability to handle high work load volumes at a self-paced rate while achieving established service levels
Steps up to conflict, seeing it as an opportunity
Ability to pass a background check required for state licensing
Minimum three (3) years of experience working in a call center/contact center environment
Minimum two (2) years of quality assurance experience
Minimum two (2) years of experience providing training in adult learning training techniques
Call Center Consultant Examples
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Call Center Consultant Job Description
Job Description Example
Our company is hiring for a call center consultant. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for call center consultant
- Creates and promotes a positive environment in line with BOTW values, employee related policies and practices and local environment considerations
- Performs variety of activities for an LOB designed to support, enhance and increase overall sales performance according to established Company policies and applicable legal and regulatory guidelines
- Comprehension of Contact Center best practices to identify solutions and provide guidance to implementation while partnering with business units and IT partners
- Provide care coordination across the mental health system for callers, as needed
- Provide information/referral to community mental health providers
- Provide general member services and advocacy to MMH members with contracted providers, as needed
- Facilitate the utilization of clinically-appropriate, cost-effective mental health services
- Promote optimal treatment outcomes through clinical review and utilization management duties
- Provide consultation to providers at all levels of acuity in the mental health system regarding MMH mental health services
- As per guidance provided, execute real time changes between various locations in support of customer experience and client expectations in effort to achieve overall allocation strategy
Qualifications for call center consultant
- Thorough knowledge of operations of computer systems and equipment
- Meet the Service Behaviors
- Through knowledge of Quality Assurances Practices
- Cadence certification
- Thorough knowledge of the contact centers various responsibilities
- Thorough knowledge of HIPPA regulations
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Call Center Consultant Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of call center consultant. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for call center consultant
- Accepts first notice of outage/system issue calls
- Maintains steady communication during outage including establishing a bridge line in order to facilitate communication, gathering data in support of discovery and resolution
- Completes all reporting as specified including intra-day production reporting, client based reporting, period reporting, and ad hoc reporting
- As requested support testing efforts for new 800# set-up, routing changes, and decommission of 800#s
- Provides strategic recommendation to business regarding resource optimization including CSR skill based routing, call structure, delivery channel, technology based optimization
- Provides support for local call center staff real time and staffing resources
- Provides ongoing feedback and communication related to site performance and process improvement opportunities
- Identifies and implements process improvements to increase accuracy and /or reporting data
- Execute on client sales and trading inquiries
- Be well-informed in financial planning and investing (5%)
Qualifications for call center consultant
- Through knowledge of effective adult training techniques
- Ability to technically train new and existing staff
- Ability to write clear and concise training materials
- Digital dexterity and hand/eye coordination in the operation of office equipment
- Light to moderate lifting (10-20 lbs.) and carrying of supplies, files
- Bachelor’s Degree preferred, however in lieu of a degree we will consider candidates with 3-5 years of solid sales experience
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Call Center Consultant Job Description
Job Description Example
Our growing company is hiring for a call center consultant. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for call center consultant
- Provide analytical interpretation of Stars and HEDIS reporting, including executive summaries
- Responsible for completing program evaluation(s) as assigned
- May serve as team lead for the group of clinical quality consultants
- Make recommendations for enhanced solutions, additional reporting, and/or additional applications if needed
- Supports CHATS business flow and navigation activities
- Supports application interface activities and database support/UAT and other implementation support
- Will manage issues of varying importance from multiple clients
- Performs administrative support functions to include tracking client issues and applying appropriate resources to solve them
- Must be able to recognize potential customizations and operational development for client’s current business operations
- Participates in bank wide projects to represent the interests and perspective of training programs
Qualifications for call center consultant
- Experience with build automation and deployment tools (TFS, Subversion (SVN), Jenkins, MSBuild)
- 4+ years experience required providing business process analysis for large, complex projects in a high-tech development environment with multi-function teams with an additional 2+ years focused on business process excellence and technology optimization
- Practical experience leveraging Lean / Six Sigma concepts is required
- Master's degree in Business Administration, Computer Science, Mathematics, Engineering, Information Systems or similar technology field is required [Bachelor's degree plus equivalent work experiencewill be considered]
- Ability to understand technical issues and communicate in layman terms
- Must have experience utilizing persuasive, selling communication skills
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Call Center Consultant Job Description
Job Description Example
Our company is hiring for a call center consultant. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for call center consultant
- Communicates with various internal personnel, and other Company departments to resolve customer problems by coordinating with necessary individuals as needed
- Researches various issues, ideas, problems and opportunities discussed in strategy meetings to generate additional information to add to projects
- Handles project or work with defined scope in own discipline and typically has a short/medium term focus
- Responsible for ownership of knowledge management content
- Works with guidance on medium-scale team/unit projects
- Partners to deliver new hire training
- Provides timely communications to a large audience
- Manages department readiness for key initiatives
- Work to resolve issues and provide solutions
- Maintains knowledge on current and emerging developments/trends for assigned area(s) of responsibility, assesses the impact, and collaborates with senior management to incorporate new trends and developments in current and future solutions for the Contact Center
Qualifications for call center consultant
- Must pass a background check for state licensing
- Fluent in Spanish or French desirable
- Ability to pay attention to detail and have a high level of accuracy
- Ability to perform repetitious and routine functions
- Must be able to handle rejection in a positive way while interacting with customers
- Willingness and ability to work in a fast-paced working environment
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Call Center Consultant Job Description
Job Description Example
Our company is growing rapidly and is hiring for a call center consultant. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for call center consultant
- Strong understanding of various contact center technologies such as Genesys, Verint, WFM, Telecom integrations (Avaya & Cisco Jabber), IWS, WDE, MFA and PinDrop
- Strong understanding of various Contact Center integration points for CRM tools and ID/Authentication of customers
- Provides leadership and ownership of production support for related responsibilities
- Provides a complex understanding of the business and the vision of multiple products to contribute to the platform roadmap development
- Assesses value, develops cases, and prioritizes work across business units and/or products to ensure work focuses on that which delivers maximum value and that is aligned with the platform strategy
- Directs cross-functional teams to ensure that performance, quality and functional goals are met with each product release
- Translates and conveys the overall vision into user stories and technical requirements for development teams to implement
- Collaborate with hiring managers to understand their talent needs and develop recruitment strategies to satisfy anticipated talent requirements and market forces
- Initiate and maintain communications with managers and candidates
- Support the needs of the business by meeting or exceeding the class size each month
Qualifications for call center consultant
- 2 - 4 years previous experience working in a real time or staff planning call center environment
- Demonstrated ability to work with Avaya Centre Vu, Business Objects, and e-Work Force Management applications
- Strong math / statistical aptitude with attention to detail
- Ability to makes changes in support of a business plan
- Team player with regular IT interface
- Able to maintain calm during a crisis