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Consulting, Business Development/Sales
- Minimum of 3 years customer service operational experience in contact centers and/or backoffice operations in one or more of the following areas:
- Case management
- Ordering Process Management
- Provisioning Process Management
- Sales management and incentive processes include cross sell/up sell programs
- Call management solutions including a focus on First call resolution and call deflection/reduction
- Intraday/Service Level Management
- Results and/or Improvements Management
- Minimum of 2 years consulting experience
- Bachelor's degree required
Professional Skill Requirements:
- Project experience including the following project phases: project ROI and Business Case development, project design, project deployment, project leadership role and project benefits tracking
- Experience in multi-contact center centralized operations environment with multiple contact channels (inbound, outbound, web-chat, e-mail)
- Experience in leveraging technology infrastructure to automate contact center activities with solution components: IVR, CTI, IPCC, Voice portals, Voice recognition
- Familiarity with standard contact center CRM desktop applications.
- Agent performance improvement and root cause analysis
- Experience with Microsoft Office Applications (Word, Excel, PowerPoint, Visio)
- Proven ability to build, manage and foster a team-oriented environment
- Proven ability to work creatively and analytically in a problem-solving environment
- Proven ability to perform and thrive in a collaborative environment
- Proven ability to perform in a project oriented environment
- Excellent leadership and management skills
- Demonstrated leadership in professional setting; either military or civilian
- Demonstrated teamwork and collaboration in a professional setting; either military or civilian
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa.
Accenture is an Equal Opportunity Employer.
Accenture is committed to providing veteran employment opportunities to our service men and women