Expression of Interest: Management Consulting Senior Consultants / Managers, Contact Centre experience

• Join a Global Organization, digital and experience market leader

• Supportive career development plans to help build your career

• Flexible work arrangements

We Are:

Accenture Song is a global and local leader that supports brands to accelerate growth, by creating and delivering experiences that engage and delight customers.  Accenture Song possess a broad range of capabilities to support clients to transform customer experience: from brand positioning to customer research and experience design, through to digital product build, brought to bear with full funnel marketing analytics. 

We are seeking expression of interest for Management Consulting – Senior Consultants / Managers, Contact Centre experience for our Services Pillar. This pillar is a dynamic team, who responds with innovation to a broad range of client challenges relating to customer experience and channel optimization. The multi-faceted nature of the work excitingly presents significant opportunity for growth and ensures that no two days are the same.

The Role:

• Design and implement process and change interventions that integrate strategy, technology, and people to enable process improvements that create value for clients

• Understand and translate customer needs into implementable business solutions to enable long-term success and business integration. Implement programs/interventions /process changes that prepares the organization for implementation of new business processes.

• Understand Contact centre technology and can translate business requirements into technology requirements

• Implement operating models and new ways of working, to operationalize the strategy across all business models (B2B and B2C) and channels.

• Work with clients to define and implement customer service, sales, and marketing strategies 

Here’s What You Will Need:

• Proven experience working with Clients undergoing service transformation, to achieve growth, reduce cost or uplift customer experience

• Understand the different customer engagement channels commonly used in contact centres, such as voice, email, chat, social media, and messaging apps + Omni channel experience.

• Knowledge of NPS (net promoter score), FCR (first call(voice) or first touch (nonvoice) resolutions), QFD (Quality functional deployment), Quality framework design, Call monitoring framework design and implementation

• Expertise in process improvement methodologies such as Lean, Six Sigma, Agile delivery to identify inefficiencies, reduce waste, optimize workflows, and streamline existing processes to enhance overall operational efficiency.