Role: Change Management Consultant
Transforming multiple contact centers into a standardized, AI enabled Client One Sales Command Center model. This includes process homogenization, a Madison pilot (Command Center Lite), multi center scale deployments, and adoption of predictive dialing, AI voice/email agents, Auto QA, WFM, dashboards, and unified SOPs.
The Change Management Consultant leads the people side of this transformation-ensuring readiness, adoption, and behavioral change across agents, supervisors, QA, WFM, and leadership teams.
Job Description:
- Lead the end to end Change Management workstream across Phases 1A through 3.
- Develop the change strategy, roadmap, communication plan, stakeholder engagement model, readiness assessments, and risk/mitigation plans.
- Facilitate the Change Advisory Board (CAB) and manage Change Requests.
- Drive adoption and behavior change to support the new Client One operating model, SOPs, tools, and AI enabled workflows.
- Define and track adoption KPIs through Stabilization (30 days) and Measurement (60 days) periods.
- Partner with program leadership, process designers, telephony architects, WFM SMEs, trainers, and analytics teams.
Phase 1A - Foundation & Readiness
- Build and deliver the Change Management Plan, communications, governance cadence, and readiness roadmap.
- Complete detailed change impact assessments for all roles (agents, leads, QA, WFM, trainers).
- Design role based training strategies, digital playbooks, and enablement content.
- Support POD role definitions, competency models, onboarding flows, and adoption criteria.
- Prepare sites and agents for tech pilots (Five9 enhancements, AI agents, Agent Assist, WFM Verint, dashboards).
Phase 1B - Pilot (Command Center Lite)
- Lead all pilot stage readiness, change execution, communications, and hyper care.
- Support onsite deployment for predictive dialing, LQS based routing, AI voice/email agents, Agent Assist, Auto QA, and quick wins.
- Run onsite routines for readiness, huddles, coaching, and change feedback loops.
- Contribute to the Command Center Playbook v1.0.
- Track adoption KPIs tied to Contact Rate, Set Rate, AHT, Agent Utilization, and CX uplift.
Phase 2 - Scale to Additional Centers
- Replicate change interventions across Madison and 2 other additional domestic centers.
- Standardize training, coaching, SOP rollout, and leadership enablement.
- Support establishment of a Training/WFM/QA/Analytics Center of Excellence.
- Ensure successful adoption of AI/automation tools on a scale.
Phase 3 - Centralized Model & Futureproofing
- Support site consolidation, staffing model transitions, and unified operating rhythms.
- Embed continuous improvement, benchmarking dashboards, feedback loops, and BAU governance.
- Reinforce adoption of unified tech stack (Five9 + CRM + Data Lake + AI layer).
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