EY - Manager/Senior Manager - Contact Center Transformation

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