Consultant - Workflow and Operations Full-time Job

Job Description

Are you passionate about driving digital transformation and enhancing customer access through innovative solutions? Our client is seeking a Principal Advisor – Workflow & Operations to lead a change project aimed at providing digital accessibility to New Zealanders through automation and integration.

Key Responsibilities

• Collaborate with customers and partners to develop strategies for digital and assisted channel access, optimizing workforce efficiency.
• Utilize expertise in Workforce Management (WFM) methodologies, systems, and technologies to drive operational excellence.
• Conduct statistical and data analysis to identify opportunities and solve problems in an omnichannel environment.
• Apply prior experience in the government sector to navigate regulatory frameworks and deliver tailored solutions.

Key Requirements

• Proven experience and knowledge of Workforce Management (WFM) methodologies, systems, and technologies.
• Demonstrated proficiency in statistical and data analysis in an omnichannel environment.
• Working understanding of CRM systems.
• Experience with omnichannel customer engagement/ contact center software systems and processes, ideally Genesys and NICE.
• Familiarity with reporting and monitoring tools, such as Datadog.
• Prior experience working in the government sector.

About the Company

The company is dedicated to providing digital accessibility to New Zealanders through automation and integration. They are looking for a driven individual who can lead transformation projects and make a meaningful impact on people's lives.

Location and Application Process

This position is located in Christchurch Central and is open to candidates based in New Zealand with valid working rights. If you have the required experience and are excited about this opportunity, send your resume and cover letter to Lyaz D’mello at lyaz.dmello@taska.co.nz.