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.

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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 a portfolio of strategic accounts as primary contact and trusted advisor • Drive client value realization through account success plans aligned with business outcomes and CX objectives • Lead QBRs, maintain account health scores, and identify risks and opportunities • Partner with sales and pre-sales on renewals, expansion and cross-sell opportunities • Negotiate strategy, scope and statements of work with senior and executive 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 P&L, engagement economics, margins and commercial governance • Act as WFM subject-matter expert for Australian clients • Lead WFM implementations covering forecasting, scheduling, intraday management, adherence, capacity planning, shrinkage and reporting • Advise clients on WFM best practices across Genesys, Calabrio, NICE and Verint • Support WFM scoping, requirements gathering, configuration guidance and solution design • Translate contact-centre operational needs into WFM process design and configuration • Lead WFM workshops, enablement sessions and knowledge transfer • Track WFM platform roadmaps and emerging capabilities • Partner with Client Advisory, Managed Services, Pre-Sales and Delivery teams • Develop WFM playbooks, accelerators and reusable assets • Mentor and upskill account and delivery colleagues

🎯 Requirements

• 8+ years in customer success, account management or client advisory within CX, contact centre, SaaS or managed-services environments • Demonstrable experience leading aspects of client engagements or projects • Degree qualified • 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 with senior and executive client contacts • Experience leading aspects of projects and/or managing multiple concurrent client engagements • Commercial or profit-and-loss (P&L) exposure • Based in Australia with current rights to work • Able to travel domestically to client sites as needed • 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 preferred • Familiarity with cloud contact-centre platforms preferred • Project or change-management exposure supporting WFM rollouts preferred

🏖️ Benefits

• Remote work arrangement • Domestic travel opportunities • Opportunity to lead and build TTEC Digital’s WFM practice • Mentoring and knowledge-transfer opportunities • Work with a leading global customer experience consulting and technology services firm

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