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