DMG Consulting LLC
Analyst/Consultant Position

DMG Consulting LLC is looking to hire a full time home-based contact center industry analyst/consultant with 5 to 10 years of hands-on contact center experience and 2 to 3 years of consulting experience. Must be a strong analyst and writer who enjoys working with customers. The ideal candidate is a highly motivated, self-directed individual who is comfortable working from their home. Key responsibilities include:

• Conducting primary research and writing industry reports on contact center applications, technology, outsourcing and hosting. Areas covered include, contact center infrastructure, IVR, speech recognition, quality assurance, liability recording systems, eLearning, coaching, surveying, speech analytics, performance management and workforce management.

• Writing articles, columns, white papers and position papers addressing contact center strategy, process and technology.  

• Managing customer consulting engagements, including engagement delivery and writing and delivering findings and recommendations.

• Conducting market share analyses.

The candidate must have strong analytical skills, be comfortable working with numbers and be excellent with Microsoft Word, PowerPoint and Excel. A strong back ground in contact center outsourcing and hosting will be helpful.

Qualifications:

• BA degree with 10 years of work experience
• 5 to 10 years of contact center experience
• 2 to 3 years of consulting experience a plus
• Strong analytical capabilities
• Strong technical background and PC skills
• Must be self-motivated, detail oriented with excellent organizational and follow-up skills
• Must possess excellent interpersonal, verbal communicating and writing skills
• Must be an excellent collaborator and comfortable working as part of a team
• Ability to work in a fast-paced environment while multi-tasking, establishing priorities, and meeting deadlines.
• Excellent writing skills

Requirements:

• Full-time position
• 25% to 40% travel
• Flexible hours sporadically required

Home office requirements:

• PC with Microsoft Office, Outlook and broadband internet capability
• Subscription to a reliable high-speed ISP service
• Dedicated business phone line with the ability to be on the Internet and on the phone at the same time without the use of a cell phone or IP phone.
• Dedicated office space with the ability to control background noise

Interested parties:

Email your resume to Deborah Navarra at deborah.navarra@dmgconsult.com.