HR Associate at Ernst & Young
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EY - Manager/Senior Manager - Contact Center Transformation (6-12 yrs)
EY India- Contact Center Transformation (M/SM)- Delhi NCR
Job Role:
At EY, you'll be involved in supporting client facing engagements across clients in India and abroad, including;
- Lead client Contact Centre Operations & Business Services engagements covering, but not limited to, Program management, Shared Services Optimization, Service Delivery Management, Outsourcing Advisory, Location Advisory, Operating Model Design and Shared Services Implementation
- Current State Assessment and improvement opportunity identification
- Designing the Target Operating Model (TOM) for future state Contact Centre processes in a Global Business Services environment
- Research industry trends and build offerings to address customers challenges in Contact Centres
- Manage activities such as engagement economics & receivables, project resources and team utilization
- Contribute to knowledge development and management
- Targets key clients within assigned industry or industries and position services
- Lead brand development by supporting Business Development, Thought Leadership and Industry connect activities
- Own the delivery / preparation of high-quality deliverables and manage service quality, brand and client expectations
- Ensure compliance to the firm's standards, processes, and policies
- Manage senior external/internal stakeholders independently
- Support people development through guidance and feedback
- Contribute to people-related initiatives including recruiting, retaining, and training professionals
Preferred Skills:
- Strong domain expertise in CX Transformation Methodology with experience in managing delivery and/or pre-sales in contact centre space
- Deep understanding of customer service methodologies and best practices for a service organization, focusing on call centers/contact center key metrics
- Validated knowledge of Call Center Telephony (IVR Solutions, Dialer Solutions etc.)
- Contact centre experience across channels Voice - Chat - Social
- Deep understanding of Customers journeys and its impact on CX
- Experienced with working on CX Modernization approaches and be aware of new age technologies in CX and its influence on experience and volumes
- Exposure to Omnichannel CX / CCaaS platforms like Twilio, RingCentral, Freshworks etc.
- Exposure to CRM systems like MS Dynamics 365, Salesforce, SAP Sales Cloud, Oracle CX Sales Cloud, Freshdesk, Zendesk etc.
- Experience with process mapping tools like Microsoft Visio etc.
Core skills:
- Focus on quality delivery
- In-depth understanding of the economic and business environment
- Professional networking skills
- Excellent oral and written communication skills
- Program management, multi-tasking and time management skills
- Good people and teaming skills
- Excellent people management skills
- Strong team management skills
- Advanced knowledge of Microsoft Excel, Word, PowerPoint
- Good leadership qualities
- Client relationship management and account management skills
- Ability to develop / customize solutions relevant to clients
Professional Background:
- 6+ years of relevant post MBA experience ; Consulting experience with Big 4 (preferred), Outsourcing Service Provider (CX Process excellence / Solution Design & Implementation) and Global Capability Centres (Contact Centre Transformation)
- Operations & Business Services and Operating Model Transformation experience across Contact Centre / Customer Experience
- In depth knowledge of current offshoring & outsourcing trends and leading practices
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