Role: Change Management Consultant
Client: Remote but have to travel to Madison/Fort Lauderdale/Charlotte up to 5-10 days per month.
Duration: 12 Months
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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