Job Description

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Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries - powered by the world's largest network of Advanced Technology and Intelligent Operations centers. With 514,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at www.accenture.com

Job Description
Area: Contact Center Transformation Job Title: Manager, Utilities Energy Retail & Customer Service
Location: Gurgaon/ Mumbai/ Bengaluru Travel Required: Yes
Level: 7 Position Type: Full Time
Industry Experience Utilities Years of Experience 10 - 14 years
Job Description
Job Summary:
• To bring industry knowledge, world class capabilities, innovation and cutting-edge technology to our clients in the Utilities industry to deliver business value.
• To work with leading Utilities clients, major customers and suppliers to develop and execute global strategies, manage Utility Contact Center transformation initiatives and integrate customer solutions to meet changing business challenges
• Leverage expertise and experience in Contact Center transformation to design, implement and deliver enhanced capabilities for Utilities Customer Service teams
• Lead and support large retail transformation projects, leveraging Utilities domain knowledge and tool experience.
Work requires travel to client site for project work across geographies
Role Description:
• Minimum Experience of 4 - 5 years in improving contact center operations with overall experience of 7+ years
• Understanding & experience in IVR optimization, call containment/ deflection, channel analytics, call volume reduction, AHT optimization is must
• Experience with defining the contact center technology roadmap and implementation of Contact Center solutions like Genesys, Avaya, Cisco is preferred
• Good to have experience with implementing Visual IVR & virtual agents
• Good to have understanding of end to end Utility retail process across Acquisition, Move-in & Move-out, Credit and Collection, Billing and Payment processes
• Good to have experience in Digital Marketing, B2B Customer Experience and Pricing
• Domain experience in electricity, gas or water utilities industries in UK/US market will be added advantage
• Experience in identifying & managing business requirements, process design, prototyping, testing, training, defining support procedures and supporting implementations
• Strong analytical and communication skills, demonstrating skills in sharing and explaining complex concepts, creative and pro-active thinking and situational adaptation of these skills
• Program management experience and track record of successful delivery of large, complex programs
• Ability to work with minimal supervision and lead & manage large teams in a distributed consulting model
Qualifications and Education Requirements:
Education: MBA (Tier 1), Relevant accreditation for Utilities industry



Qualifications

NA

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