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Accenture Senior Role Resources Utilities Contact Center Transformation

  • 7-16 yrs
  • Not Disclosed

Job Description

Accenture Resources Utilities Contact Center TransformationJob 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 geographiesRole 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