Business Consultant

Training

•  Design and deliver comprehensive training programs for clients on QM and WFM platform functionality, best practices, and optimization techniques
• Develop training materials including user guides, video tutorials, quick reference cards, and interactive workshops tailored to different user roles (agents, supervisors, managers, administrators)
• Conduct train-the-trainer sessions to enable client teams to independently onboard new users and maintain knowledge transfer
• Assess training effectiveness through knowledge checks, user feedback, and post-training performance metrics

Business Consulting

• Conduct operational discovery sessions to identify gaps in current quality management and workforce optimization processes
• Provide strategic recommendations on industry best practices for scheduling efficiency, adherence improvement, quality calibration, and performance coaching frameworks
• Design customized quality monitoring programs including evaluation forms, scoring methodologies, calibration processes, and dispute resolution workflows
• Advise clients on compliance requirements (GDPR, DPA, PCI-DSS, etc.)
• Lead process improvement initiatives leveraging speech analytics insights, adherence data, and quality trends to optimize contact center performance

Pre-Sales

• Partner with sales teams during opportunity qualification and discovery phases to understand prospect challenges and business requirements
• Deliver product demonstrations showcasing platform capabilities, integration possibilities, and competitive differentiators
• Design proof-of-concept scenarios that illustrate ROI potential and address specific pain points in workforce planning, quality assurance, or compliance management
• Respond to RFPs and RFIs with detailed technical and functional documentation
• Provide subject matter expertise on contact center technology landscape, industry trends, and emerging AI-powered analytics capabilities
• Collaborate with product teams to communicate client feedback and influence product roadmap priorities

Required Qualifications

• 1–3 years of experience in contact center operations, quality management, or workforce management roles
• Proven track record in training delivery, business consulting, or pre-sales within SaaS or enterprise software companies
• Understanding of WFM concepts including forecasting, scheduling, adherence tracking, intraday management, and shrinkage calculation
• Strong knowledge of quality management methodologies, calibration processes, evaluation frameworks, and coaching strategies
• Excellent presentation and stakeholder management skills with ability to communicate complex concepts to diverse audiences
• Proficiency in creating training materials, business documentation, and data analysis using Excel and PowerPoint
• Multilingual capabilities: English, Czech, Spanish and/or Arabic required; additional languages are a plus

Preferred Skills

• Hands-on experience with WFM platforms
• Familiarity with contact center technologies including ACD systems, CRM platforms, and omnichannel routing
• Knowledge of compliance regulations affecting contact centers (GDPR, TCPA, industry-specific requirements)

What We Offer

• Opportunity to work with leading brands across financial services, healthcare, public sector, retail, and telecommunications
• Collaborative environment with cross-functional teams including sales directors, project managers, product managers, and technical support
• Professional development through industry conferences, certification programs, and continuous learning initiatives
• Competitive compensation package
• Flexible work arrangements with remote/hybrid options
• 25 days of annual leave + 5 sick days per year + Elevēo anniversary day
• Monthly benefit points (3,700 CZK/month) redeemable for Multisport card, life insurance contribution, long-term investment, or Edenred benefits
• Company events: monthly breakfast, release parties, team buildings, and Christmas party