consultant
Jutta “JT” Schneider
JT's Expertise:
- Contact Center Operations & Customer Care
- Program & Project Leadership
- Workforce Management & Strategic Outsourcing
- Process Optimization & Change Management
Background:
Jutta “JT” Schneider began her contact center career in 1995 as a call center agent and brings 30 years of industry experience in operational leadership. She supports organizations with program and project leadership, strategic execution, process optimization, and transformation initiatives designed to improve performance and service delivery. Her background includes executive leadership, full P&L responsibility, and international consulting work in the U.S. and Germany.
Approach:
JT believes customer support organizations must continuously evolve as technology and digital channels change how customers engage. Her approach begins with discovery across people, process, technology, and performance, then translates findings into practical, data-informed plans tied to KPIs and measurable outcomes. She is known for hands-on execution, from RFP development and vendor selection to implementation support and change management.
Experience:
JT has led consulting and operational initiatives spanning customer care, strategic outsourcing, workforce management, and enterprise program and project management in multicultural environments. She has managed multi-site contact center operations with accountability for day-to-day performance and strategic development. More recently, she served as a Managing Director at a managed IT services provider, leading technical support and cybersecurity service delivery teams, managing key client relationships, and holding full P&L responsibility. JT holds an M.A. in Information Science from Universitaet des Saarlandes in Saarbruecken, Germany, and is bilingual in English and German.