High Performance Contact Center Manager at West Monroe

| Chicago
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At West Monroe, our people are our business. 

We pride ourselves on bringing a different mindset to consulting—and that takes a different approach: highly collaborative, flexible, and tenacious. 

Our people-first culture is core to our identity. It’s something we care about, and something we strive to enrich and preserve. No hierarchies. No siloes. No egos. Just smart ideas, unique perspectives, and the drive to make an impact for our clients.  

We also know that the best outcomes for both our people and our clients result from including diverse perspectives at the table. That’s why inclusion & diversity is one of our core values.  

Every day our clients rely on us to help them tackle their greatest challenges, by strategically deploying technology through a business-focused and industry-specific lens. We bring together both the right knowledge and the right approach, so that they can capitalize on opportunities and deliver real results. That takes the right team. And that’s where you come in. 

Ready to thrive in the next step on your career journey?  

West Monroe is currently looking for a Manager to join our High Performance Contact Center team within the Customer Solutions Practice.

Responsibilities:

  • Understand contact center best practices and technologies and be able to provide recommendations for implementation, configuration, and design.
  • Drive the development/enhancement of West Monroe’s Customer Solutions and High Performance Contact Center solutions, methodologies and approaches to client delivery.
  • Set direction and strategy for area of expertise (High Performance Contact Center).
  • Provide thought leadership for practice development of the High Performance Contact.
  • Center offering through blogs, whitepapers, white papers and methodology documents, both for internal and external publication.
  • Develop project charters/scope definition and detailed project plans, including the project approach timelines and deliverables.
  • Monitor and manage project progress, including Estimate to Complete (ETC) and the Estimate at Completion (EAC), and manage to milestones
  • Identify issues and risks; develop and execute mitigation strategies and communication plans
  • Serve as the central point of communication with client and stakeholders
    Identify, escalate, and monitor project issues to resolution, including project scope, budget and control changes
  • Monitor and manage risks and opportunities, including stakeholder assessment and change management risks; develop a risk action plan with mitigation strategies
  • Manage the closure of the project, including iterative invoicing and the client satisfaction process
  • Manage multiple projects at the same time 

Qualifications:

  • Minimum of 3 years of contact center management or consulting experience and/or the delivery of complex telecommunications and/or other contact center technical and/or technology consulting solutions
  • Prior experience managing medium size teams of professional services consultants and large projects, or medium to large sized contact centers
  •  A commitment to inclusion and diversity, and openness to new ideas and perspectives  

Ready to get started? Join our team and make an impact. 

 

To learn more about inclusion and diversity at West Monroe, visit www.wmp.com/inclusion.

 

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • ScalaLanguages
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • AccessDatabases
    • CassandraDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases

Location

311 W. Monroe Street, Chicago, IL 60606

An Insider's view of West Monroe

How do you collaborate with other teams in the company?

West Monroe's collaborative culture allows you to grow professionally by working across practices, industries and offices - all while creating value for the client.

Kirsten

Manager, Mergers & Acquisitions

What makes someone successful on your team?

If you refuse to shy away from a challenge and enjoy working with an intelligent group of people that genuinely care about those around them, your success will be imminent at West Monroe.

Adam

Manager, Technology

What are West Monroe Perks + Benefits

West Monroe Benefits Overview

Choosing where to build your career is an important decision. Should you choose to build it with West Monroe, we take that commitment seriously.

We believe that when people get the support they need to thrive, they care more, do more, and achieve more. In fact, that’s our whole business strategy. So we strive to provide a total rewards model that illustrates our commitment to our people and their growth, creating value today, tomorrow, and well into the future. We invest in you through an attractive package of rewards that promotes your health and well-being, your financial future, your development, and your satisfaction and enjoyment at work.

Diversity
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
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