Principal, Client Advisory – Workforce Management

🔥 1 hour ago

🇦🇺 Australia – Remote

⏰ Full Time

🔴 Lead

✨ Principal

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 69 days.
• No salary listed.

Apply Now

Find Similar Remote Jobs

TTEC Digital

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📣 Marketing

🤖 Artificial Intelligence

Consulting • Marketing • Artificial Intelligence

TTEC Digital is a leader in customer experience transformation, combining technology and human empathy to enhance customer interactions. With a focus on artificial intelligence, contact center technology, and customer relationship management, TTEC Digital delivers tailored solutions for mid-market digital transformation. Their comprehensive offerings include data analytics, CX strategy and design, and managed services that optimize customer engagements across various industries.

📋 Description

• Own the portfolio and act as the primary contact and trusted advisor for strategic accounts • Drive value realization through account success plans mapped to client outcomes and CX objectives • Lead QBRs, maintain account health scores, and surface risks and opportunities • Partner with sales and pre-sales on renewal, expansion and cross-sell opportunities • Lead negotiation of strategy, scope and statements of work with senior client stakeholders • Coordinate managed-services, delivery and support teams to meet SLA commitments • Serve as senior escalation point for client issues and protect CSAT/NPS • Lead aspects of larger and multiple concurrent client engagements and workstreams • Manage portfolio engagement economics, margin and commercial governance, with P&L accountability • Serve as recognized WFM subject-matter expert for the Australian client base • Provide domain leadership across forecasting, scheduling, intraday management, adherence, capacity planning, shrinkage and reporting • Guide clients on WFM best practices across Genesys, Calabrio, NICE and Verint • Support pre-sales and delivery with WFM scoping, requirements gathering, configuration guidance and solution design • Translate contact-centre operational needs into WFM process design, configuration and ways of working • Lead WFM workshops, enablement sessions and knowledge transfer • Track platform roadmaps and emerging capabilities such as AI-assisted forecasting and omnichannel scheduling • Partner with Client Advisory, Managed Services, Pre-Sales and Delivery • Develop WFM practice playbooks, accelerators and reusable assets • Mentor and upskill account and delivery colleagues on WFM fundamentals

🎯 Requirements

• 8+ years in customer success, account management or client advisory within CX, contact centre, SaaS or managed-services environments, including demonstrable experience leading aspects of client engagements or projects • Degree qualified • Demonstrable, hands-on Workforce Management expertise as a WFM practitioner and/or implementing or configuring WFM platforms • Working knowledge of one or more leading WFM platforms: Genesys, Calabrio, NICE or Verint • Strong understanding of contact-centre operations and metrics including service level, occupancy, shrinkage, adherence and AHT • Excellent stakeholder management, including credibility with senior and executive client contacts • Demonstrated experience leading aspects of projects and/or managing multiple concurrent client engagements, with commercial or profit-and-loss exposure • Based in Australia with current rights to work • Able to travel domestically to client sites as needed • Preferred: experience across more than one WFM vendor/platform • Preferred: background in CX consulting, technology-services or BPO/outsourced contact-centre environment • Preferred: relevant platform certifications such as Genesys, Calabrio, NICE or Verint • Preferred: familiarity with cloud contact-centre platforms such as Genesys Cloud, Amazon Connect, NICE CXone or Microsoft • Preferred: project or change-management exposure supporting WFM rollouts

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume