Accenture - Resources Utilities - Contact Center Transformation

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

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