About Eleveo
Elevēo is a global Workforce Optimization software provider with over 20 years of experience delivering Workforce Management, Quality Management, Speech Analytics, and Compliance solutions for contact centers. We serve clients across financial services, healthcare, retail, and telecommunications industries.
We consistently earn a 90+ Net Promoter Score and have been recognized as a great workplace by our employees. Joining Elevēo means becoming part of a team that values expertise, collaboration, and continuous growth.
About the Role
We are looking for an experienced Business Consultant to join our Training and Business Consultants team, specializing in Quality Management (QM) and Workforce Management (WFM) solutions for contact center operations. This multifaceted role combines training expertise, business consulting, and pre-sales activities to help organizations optimize their customer experience operations through our software platforms.
About Team
The Training Department is responsible for training customers on our products, creating and maintaining customer-facing training documentation, and assisting our sales directors during deoms and proof of concepts.
You will
- 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
You get
- 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
- Look at the list of benefits
We need
- 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
Our tech stack
Travel
- This position may require some travel (a small amount of international travel is required).