Digital Services Consultant

Sitel Group; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in customer experience is seeking enthusiastic Consultants to innovate customer service. You will work with cutting-edge technologies, collaborate with experts, and optimize customer journeys, all while developing your skills in a dynamic environment.

Qualifications

• Experience in BPO management and customer service operations.
• Great communication skills for team collaboration.
• Fluency in English; other languages are a bonus.

Responsibilities

• Analyze client challenges and translate them into operational KPIs.
• Manage stakeholder engagement throughout the project lifecycle.
• Lead post-implementation reviews to evaluate new tools' impact.

Skills

Communication

Customer Journey Mapping

Continuous Improvement

Education

Experience in BPO Management

Experience in Customer Service Operations

Tools

Microsoft Office Suite

CCaaS

CRM Systems

Chatbots

Job description

About Us

Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Job Summary

At Foundever, we’re making customer service better than ever with digital innovation!

As part of our Digital Services team, we’re looking for enthusiastic Consultants who are ready to help us create amazing customer experiences and drive real improvements.

What You’ll Do:

• Work with exciting new technologies to make customer service smarter and faster.

• Collaborate with a team of experts to find creative solutions and help improve operations every day.

• Be hands-on in supporting projects—from helping teams understand customer needs to making sure new tools are working perfectly.

• Help shape customer journeys and improve how people experience customer service, all while learning and growing your skills!

Why You’ll Love This Role:

Be a part of a growing team that’s driving change in the world of customer experience.

Learn new skills with the latest technology and work alongside experienced professionals.

Work with people across the globe to help solve problems and improve customer service.

Make a real difference by optimizing customer journeys and creating solutions that impact thousands of people.

Primary Job Responsibilities

Key Responsibilities:

1. Engage the Project from a Business Perspective:

o Analyse client challenges and translate them into clear operational KPIs to ensure alignment across stakeholders.

o Review existing tools and systems, identifying gaps and proposing technological solutions to address operational issues.

o Design change management strategies to support the adoption of new tools and services by the operations teams.

o Manage stakeholder engagement, ensuring buy-in and active participation throughout the project lifecycle.

o Design and run Design Workshops

2. Manage the Implementation Process:

o Formalize and document as is and to be customer journeys aligned with newly implemented technologies such as voicebots, conversational SMS, chat solutions, CRM, Knowledge Management, CCaaS, etc

o Define business rules to optimize customer interactions and enhance operational efficiency.

o Develop and implement digital strategies where needed.

o Co-design and develop reporting frameworks in collaboration with the client to track performance and value realisation

3. Collaborate with Professional Services Teams:

o Work closely with Professional Services, Program Managers, Customer Success, Solutions, Account Management, Business Development and Operations teams to ensure that business requirements are met in the solution design.

o Ensure clear communication of project outputs and facilitate the integration of business requirements into the implementation.

4. Post-Implementation Support & Analysis:

o Lead post-implementation reviews to evaluate the impact of the new tools and services, ensuring they are meeting performance KPIs and driving operational success.

o Analyse post-implementation data, work with Continuous Improvement (CI) teams to assess results, and recommend adjustments or optimizations.

Qualifications

• Experience in BPO management, customer service operations, or continuous improvement with a strong understanding of performance levers such as contact flow distribution, workforce optimization, and training.

• A passion for learning and improving how things are done.

• Great communication skills—you’ll work with lots of different teams and customers, so being able to share ideas clearly is key.

• Experience in Customer Journey mapping and workshop facilitation is a plus

• No tech background required, but familiarity with digital tools (like CCaaS, CRM systems, or chatbots) is a plus.

• Fluency in English; other languages are a bonus

• Microsoft Office Suite: Powerpoint, Excel, PowerBI, Word

• Previous experience in operational management of customer service operations

• Previous positions held; Senior Ops Managers, Account Manager, Continuous Improvement, Professional Services.

Pre Employment Requirements

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.

EEO Statement

Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination