Careers at The Northridge Group

Open Position

About The Northridge Group

The Northridge Group is a growing management consulting firm specializing in customer experience solutions and business transformation initiatives, utilizing data analytics and business process redesign to deliver results. Northridge provides professional services and quality monitoring solutions for the Fortune 200 in healthcare, telecom, financial services, travel and transportation, and key government agencies.  At Northridge, we push boundaries and encourage innovation, without losing sight of organizational realities and limitations. The result is pragmatic solutions that can be implemented to drive measurable and sustainable improvements in profitability and productivity. For us, an additional measure of success is ensuring that our clients have the means to sustain the outcomes of our engagement long after we are gone. As such, collaboration and knowledge transfer is key to our engagement delivery process.

Northridge is a firm founded and operated by people passionate about customer experience and our clients’ operational success. In 2016, Northridge became an ESOP (Employee Stock Owned Plan), which means all of our employees are owners and benefit from the growth and success of the firm.

The Role

 The Northridge Group is looking for a Staff Consultant who will work with our consulting teams to provide business insights and deliver enhanced outcomes for our clients.

The successful candidate will work as part of a project team to understand each client’s organization – its operational processes, its use of technology, and its performance drivers. They will identify barriers to operational efficiency and financial performance and develop recommendations for improvement. This individual must be comfortable engaging in discussions with the client’s senior leadership, while at the same time, leading collaborative working sessions as a tactical, hands-on consultant within project teams. This individual must have successfully demonstrated the ability to drive quantifiable results in business performance transformation (process improvement and financial outcomes) individually and through team performance.

Primary Responsibilities

Responsibilities for this position include, but are not limited to:

 •   Conduct interviews and observation sessions; examine and document existing processes to capture current state/baseline operational practices as part of an integrated discovery process

•   Develop and present recommendations for future state business operations involving people, process and technology

•   Collaborate with internal and external team members on recommended solutions and priorities

 •   Perform assigned project and workstream tasks to meet client goals and project timelines

•   Create and maintain client presentation materials

•   Perform research to supplement internal client data with external benchmarks in order to provide industry comparisons for deeper understanding of issues and opportunities

•   Document findings to support the project team’s outcomes

•   Prepare data visualizations to communicate with the client our analysis and conclusions

 Subject matter expertise desired for this role include:

•   Experience and knowledge in one or more functions within Customer Service and/or Sales Centers to include operations, shared services (WFM, Quality, Training, Coaching, etc.), technology and talent management within Contact Centers.

•   Specific experience in designing and implementing shared service functions involving training, quality and knowledge management and content creation

•   Experience in the design and deployment of employee and leadership development programs and practices, facilitation of training and certification sessions and mentoring of contact center leadership

Qualifications & Experience

•   5+ years of experience within Customer Service, Contact Center or Sales Center operations, preferably through management roles.

•   Demonstrate capabilities to collaborate effectively with others, possessing an attention to detail, a focus on accuracy and an ability to grasp business concepts.

•   Willingness to work in a fast-paced environment and effectively support multiple, concurrent projects.

•   Experienced in enabling change leading to operational transformation and customer experience improvements.

•   Communication skills, both verbal and written communication, and demonstrate the ability to convey complex ideas to clients in a clear and concise manner. Analytical skills to analyze data, identify trends and develop insights.

•   Minimum educational requirements; BS in Business discipline or relevant degreed program

•   Technical skills with expertise in analytical methods, research and data visualization.

•   Knowledge of various analytical tools and visualization tools (Tableau, Power BI, SQL)

•   Expert level proficiency in all MS Office tools.

Location

•  The position can be located anywhere in the United States. Flexibility to travel is required; extent of required travel varies based on client and project assignment.

Apply

Apply: If your experience and interests are a fit for The Northridge Group, we encourage you to apply online here.

Northridge is an equal opportunity employer. Northridge does not discriminate against its employees or applicants. All employment related decisions are made without regard to race, color, national origin, religion, and creed, physical or mental disability, marital status, sexual orientation or citizenship status, veteran status, age, gender, or any other applicable basis that is protected by federal, state, or local law, ordinance, or regulation. Northridge values diversity and believes that it enhances our overall business performance.

Apply Now

Open Position

About The Northridge Group

The Northridge Group (“Northridge”) is a management consulting firm that helps to improve customer service and productivity. Northridge has served clients which include major telecommunications carriers, Healthcare providers, Fortune 500 companies, institutions of higher education and state, local and federal governments. We have an unwavering commitment to our employees, providing the tools needed on the job and access to learning and development resources.

 

The Role

The Northridge Quality Monitoring practice develops, validates, and conducts quality monitoring programs for our clients in government, health & medical organizations. Northridge Assessors evaluate customer interactions (call, web, chat).   We objectively assess the customer service and sales behaviors displayed by customer contact center representatives working at our client organizations across a representative monthly sample.

The Northridge Group provides Assessors with a high degree of training in behavioral assessment.  Assessors utilize guidelines specifically developed with each client, to listen for specific behaviors as well as business process improvements. 

This part-time position is 100% remote, working up to 10-15 hours per week depending upon the client’s needs.

Candidates will need to be able to work effectively in a remote environment and be accessible during standard business hours.

The Northridge Group is looking for candidates that are fluent in Spanish and English.

Pay: $16/hour

Primary Responsibilities

• Evaluate customer interactions based on client quality program and customer contact channels (call, web, and/or chat)
• Objectively assess the identified quality customer service and/or sales behaviors displayed by customer contact center representatives working at our client organization across a representative monthly sample; selecting appropriate call and call lengths based on client needs throughout the month or designated by the Program Specialist
• Utilize and follow quality program guidelines specifically developed with each client for specific behaviors as well as business insights
• Objectively provide a balanced evaluation of the customer interaction using the “ear of the customer”
• Consistently and proactively capture information, advice, and business insights that can be shared with our clients to help provide insights to improve their overall customer experience and performance
• Proactively log monthly availability (days & hours) in time tracking system; accurately record daily hours worked within time tracking system
• Review and adhere to weekly schedules provided by management; scheduled hours based on availability provided by assessor
• Demonstrate openness to and acceptance of changing business needs by maintaining professional behavior and flexibility with scheduling
• Always maintain productivity and high-quality standards 
• Provide recommendations to address observed behavioral and business process opportunities in a format suitable for a presentation to a client.

Qualifications & Experience

• A Bachelor’s degree or progress toward a degree is strongly preferred. 
• Client service experience or call center experience
• Prior quality monitoring experience in a call center is preferred 
• Technology savvy to navigate between multiple technologies (client based and in-house tools).
• Ability to work individually and within a team. Receptive to performance feedback
• Analytic ability to evaluate behaviors using standardized and systemic criteria and provide a strong rationale for ratings assigned.
• Strong verbal and written communication skills
• Proficiency with standard Microsoft tools, such as Word, Excel and Teams
• Fluent in Spanish and English (must pass language test administered by Alta)

Accountability Measured by Metrics

• Production rate: Goal 90% or higher
• Quality rate: Goal 90% or higher
• Quality business insights provided monthly
• Balanced monitoring scores
• Adherence to scheduled hours and days 

Apply

Apply: If your experience and interests are a fit for The Northridge Group, we encourage you to apply online here.

Northridge is an equal opportunity employer. Northridge does not discriminate against its employees or applicants. All employment related decisions are made without regard to race, color, national origin, religion, and creed, physical or mental disability, marital status, sexual orientation or citizenship status, veteran status, age, gender, or any other applicable basis that is protected by federal, state, or local law, ordinance, or regulation. Northridge values diversity and believes that it enhances our overall business performance.

Apply Now

Open Position

Enterprise Business Development Executive

About The Northridge Group

The Northridge Group is a growing management consulting firm committed to delivering value to our clients and a better experience for their customers. We are problem solvers who love a challenge. Our consultants roll up their sleeves and work side-by-side with our clients to help them grow, transform, and operate more effectively. We specialize in Customer Experience and Operational Excellence initiatives and lead with advanced data analytics and business process redesign to drive measurable outcomes for our clients. Founded in 1999, The Northridge Group is a certified women-owned business made up of team members who are deeply committed to the growth and success of the firm. In 2016, Northridge changed from a company of employees to a company of owners, by becoming an ESOP (Employee Stock Ownership Plan) organization. This has fostered a vibrant culture of enthusiasm, commitment, loyalty, and retention. Our clients also benefit by having the support of exceptionally committed, experienced and highly skilled team members who are motivated by service excellence.

The Role

The Northridge Group is seeking a client-focused sales executive for our Contact Center consulting practice. This leader will manage and accelerate growth in Northridge consulting services across our growing client base. This individual must have an exceptional understanding of world-class customer service operations, best-in-class omni-channel operations and technology that will allow our clients to transform their contact center operations. We seek a dynamic, passionate leader with executive level networking/relationship skills. Through deep domain expertise, proven networking capabilities, and senior level relationship skills the leader will enable the planned growth.

This role is one of change agent, helping our clients invent and then realize their future operations and enhanced customer experience. This is a highly collaborative role that relies on executive level thinking, working with both senior client leaders as well as the Northridge team members. Adept at complex problem-solving, this candidate must identify the root cause of customer service and customer satisfaction issues and then design cutting edge solutions to transform contact center organizations and improve customer experience. Firsthand experience leading large-scale transformations for contact center operations is a critical success factor. At the end of the day, client value is only driven through successful execution and measurable outcomes.

Primary Responsibilities

• Thrive on business development, always focused on growing our business through networking leading to new clients
• Accountable for account management to grow annual revenue within targeted accounts
• Develop and maintain executive level relationships with new clients, working closely with the delivery team to ensure expansion within all accounts
• Identify client problems and work closely with the solutions team to enhance customer experience while driving the required operational efficiencies
• Advise clients, as a trusted partner, to guide contact center executives in visualizing how technology can shape their future, collaborating with them to develop concrete implementation plans and quantifiable measures to gauge return on investment
• Serve as a recognized thought leader on All things Contact Center, and over time evolve Northridge service offerings to keep pace with technology trends

Qualifications & Experience

• Deep domain expertise developed over a progressive career within Customer Service/Contact Center Operations with 15+ years of contact center operational experience or related consulting experience required
• Proven executive level relationship building skills and ability to generate revenue, comfortable in building a network within the community of Customer Service leaders and innovators
• Prior consulting sales experience preferred
• Aptitude for complex problem-solving and pushing the envelope beyond business-as-usual approaches
• Recent experience working with contact center technology transformations: cloud solutions (CCaaS), unified communications, digital self-service platforms, CRM integrations, customer experience analytics, and workforce engagement tools helpful
• Bachelor’s degree required, master’s degree a plus
• Digitally savvy, highly self-directed, and motivated to succeed
• Strong people skills and a team player who can work effectively and efficiently with others
• Ability to thrive in a fast-paced, deadline-driven environment
• Learner mindset, future oriented

Location

The Northridge headquarters is in the Chicago area, but this position will be a hybrid of remote work with in-person collaboration internally and with clients. Travel will be required.

Apply

Apply: If your experience and interests are a fit for The Northridge Group, we encourage you to apply online here.

Northridge is an equal opportunity employer. Northridge does not discriminate against its employees or applicants. All employment related decisions are made without regard to race, color, national origin, religion, and creed, physical or mental disability, marital status, sexual orientation or citizenship status, veteran status, age, gender, or any other applicable basis that is protected by federal, state, or local law, ordinance, or regulation. Northridge values diversity and believes that it enhances our overall business performance.

Apply Now