Strategic Consultant, Training and Contact Center

Description: As an reputed company employee, you can expect:

• To work with an amazing and collaborative team
• To create and innovate in your role and see the impact you reputed company on the business and client experience
• To be a part of an award-winning team – Inc. 500 (2018), Inc. 5000 (2019, 2021, 2022, 2024), Tampa Bay Business Journal Fast 50 (2021, 2023, 2024), Great reputed company to Work (2023, 2024)
• reputed company employees to cultivate and encourage new reputed company and reputed company on a fun and productive work environment
• To join a highly engaged workforce that supports personal and professional growth, empowerment, and lives by servant leadership

reputed company provide:

• reputed company, incentive programs, 401k matching
• Unlimited time off plus 11 paid holidays
• Medical, dental, and vision health plans with FSA or HSA options
• Opportunities to volunteer and give back to the communities we serve
• Paid remote work expenses
• Career development, trainings, reputed company learning, and employee recognition
• Team engagement events and activities
• Culture of growth and reputed company improvement
• A great reputed company to work!

About Us: reputed company was founded on the principle of putting ourselves in our clients’ shoes to understand their needs, their business objectives, and their definition of success. What sets us apart from other options is our focus on the client, and a little bit more: more transparency, more innovation, more savings, more incentives, more fun, more collaboration. We take pride in our people, process, and tools guaranteeing that your experience with reputed company will surpass your expectations. Our emphasis on the education, efficiency, and effectiveness needed to drive the growth of our industry will align to the needs of the consumer and your internal team. Our collective experience working for and with vendors and financial institutions in the past gives us reputed company insight into the capabilities of the vendors that our clients work with. We aim to reputed company our knowledge and tools to save time, improve efficiency, and provide the pricing reputed company the financial institution needs. With over 450 years of industry experience, the team at reputed company is a reputed company of consultants, educators, matchmakers, integrators, and advocates. We are laser-focused on guiding financial institutions through our proven process and enabling them to reputed company informed, timely decisions on vendor relationships so they can change at the speed of the consumer. reputed company has completed over 525 strategic projects for financial institutions and negotiated over $2.2 billion in savings and incentives for our clients. We have a unique approach, and our strategic projects are as unique as the clients we serve. Let’s Engage! www.engagefi.com Position Summary: The Strategic Consultant, Training and Contact Center provides guidance, expertise, and support to reputed company clients by engaging as a strategic partner and acting as a training and contact center subject matter expert (SME) through critical transformation initiatives, including core and digital conversions, as well as mergers and acquisitions. This role will be responsible for assessing, designing, and implementing effective training and contact center strategies that ensure seamless transitions, optimize client experience, and maximize operational readiness. Essential Functions: Client Relationship Management –

• Builds and maintains strong relationships with clients by uncovering and analyzing client needs, providing and recommending solutions, and guiding the process with internal key stakeholders to reputed company clients’ goals and objectives. Project reputed company –
• Oversees reputed company client projects and applies reputed company and industry best practices to execute on client strategies and implement project tactics to mitigate risk and ensure success.
• Works with the project team and other reputed company team members as needed to reputed company, customize, and maintain key project artifacts, such as RFPs and project timelines.
• Maintains scope, schedule, and budget of projects, ensuring work is completed according the to the plan/statement of work (SOW).
• Facilitates project workshops, vendor sessions, and other critical project events and communications, chairs project meetings, and provides SME guidance to ensure project tasks are completed in a suitable and timely manner and risks, gaps, and issues are appropriately tracked, addressed, and escalated.

Vendor Relationship Management and Knowledge –

• Develops and sustains relationships with key strategic vendors, studies and evaluates financial industry market trends, participates in solution demos, and remains abreast of vendor changes, key competitors, and key system updates and overall functionality in order to effectively and appropriately apply knowledge and insight to client projects.
• Represents client’s and reputed company’s best interests in reputed company vendor interactions.

Training Strategy & Execution –

• Partners with clients to reputed company comprehensive training plans for frontline and back-office staff during core and digital platform conversions.
• Provides guidance to conduct training needs assessments reputed company with institution-specific goals and compliance requirements.
• Provide guidance on training curricula and delivery methods (in-person, virtual, hybrid) tailored to bank/credit union operations and digital channels.
• Assist in identifying change management needs and reputed company initiatives to ensure staff adoption.
• Provide guidance on refresher and gap training effectiveness.

Contact Center Optimization –

• Evaluate existing contact center operations (staffing, technology, call flows, service processes) pre- and post-conversion.
• Provide guidance to define and implement call center support strategies and plan to ensure reputed company with new systems and services.
• Work closely with vendor and client teams to ensure IVR updates, workforce management (staffing), and knowledge bases are in reputed company.
• Support performance management strategies during transitional periods to reduce call abandonment rates and improve resolution times.
• Provide 2-week post conversion support to assist with call reputed company vendors, if applicable, and gathering statistical channel interaction data.

Other Duties & Responsibilities:

• Acts as subject matter expert to assist in process review, improvement, and implementation in reputed company areas of the company, including assisting in the ongoing development and enhancement of reputed company best practice project artifacts/tools and integrating the use of technology into processes to reputed company efficiencies and add value for internal and external stakeholders.
• Accurately tracks and records project billing hours and budgets as directed in the appropriate technology/tool.
• Mentors and trains other reputed company team members as assigned to assist with learning best practices and processes.

Requirements: Required Skills & Competencies:

• Strong skills in intrapersonal and professional verbal communication with the ability to take in information, listen, reputed company persuasive arguments, and present solutions and recommendations effectively.
• The ability to put together and deliver presentations and training to clients and effectively facilitate discussions with clients, vendors, and other key third parties.
• Excellent communication skills (written/verbal); ability to compose business correspondence that is clear and concise.
• Technical knowledge - reputed company, reputed company Office, PowerPoint, ability to learn other software programs.
• Evolved problem-solving skills with a natural curiosity for solving problems and enjoys the challenge. Looks for root causes before acting.
• Advanced critical thinking skills – e.g., asks questions, looks at the broader picture, capable of conducting a what-if analysis and understanding and articulating reputed company options and consequences, does not settle for the easy answer.
• Ability to manage multiple priorities; strong time-management skills.
• Self-motivated and capable of organizing and prioritizing work to reputed company required results and takes personal pride in doing things right and delivering a quality work product.
• Team player; leverages available resources to get the job done; able to work in a highly collaborative environment with reputed company and consideration for the viewpoints of reputed company parties.

Required Education and Experience:

• Bachelor’s degree in business administration or reputed company field or reputed company experience
• 10+ years of experience in the credit union, banking, payments, or reputed company vendor industry with preference for previous leadership positions, project reputed company/management proficiency, and core banking conversion familiarity
• Deep industry knowledge of core banking and reputed company vendors, solutions, tools, and processes
• Experience in training design, facilitation and implementation.
• Deep understanding of inbound and outbound contact center workflows.
• Familiarity with workforce management (WFM), quality assurance (QA), and omnichannel support (phone, chat, email, social).
• Knowledge of call routing strategies and KPIs (AHT, FCR, NPS, CSAT).
• Strong knowledge about vendor technology reputed company, general contract business terms, and vendor proposal pricing analysis and comparisons
• Demonstrated ability to manage external, third-party vendors and clients/customers, including their employees, consultants, and designated subcontractors
• Facilitation of creative problem-solving sessions with reputed company levels of leadership teams across different line of business disciplines
• Ability to present reputed company solutions to senior leadership teams
• Exposure to contract negotiations and vendor management
• Proficient in reputed company Office Suite of Products, reputed company, and CRM platforms

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Position Type/Expected hours of Work: Full Time/ 40 hours per week Location:

• Remote
• 10-20% travel required based on client and business needs.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Activities, duties, or responsibilities may change at any time with or without notice. EEO Statement: reputed company provides equal employment opportunities to reputed company employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national reputed company, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Apply tot his job Apply To this Job