Financial Services - Customer Insight & Growth - Contact Center Manager

Accenture Chicago , IL 60602

Posted 2 weeks ago

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions underpinned by the world's largest delivery network Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

Accenture's Customer Insight & Growth Service helps the Chief Operating Officers, Channel Executives (Contact Center, Agency, Branch), Chief Marketing Officers, and Distribution and Digital Leaders at Financial Services organizations. Our objectives are to enhance customer engagement, grow revenues, cut costs serve, and stay ahead of the market. We apply a blend of experience-led design, financial services expertise, and market-leading technology. Distribution & Marketing is part of global network of nearly 50,000 financial services professionals developing and delivering leading strategies and solutions. These capabilities and are combined with Accenture assets to create new business models that drive high performance across our clients' organizations.

People in our Client & Market career track drive profitable growth by developing market-relevant insights to increase market share or create new markets. They progress through required promotion into market-facing roles that have a direct impact on sales.

In this role, you will be part of Accenture Customer Insight & Growth team in North America and expected to work seamlessly within Accenture and with our clients to shape and implement a contact center supported Customer Experience solution that addresses our clients' business needs. Success in the role relies upon an understanding of the relationship between operations, channels, and the customer experience.

A professional at this position level within Accenture has the following responsibilities:

  • Develop solutions for contact centers to drive the right customer experience, to fuel growth and reduce costs both IT and Operational, in coordination with other channels.

  • Leverage new contact center technologies as part of solutions such as cloud contact centers, artificial intelligence, machine learning and underlying architecture

  • Provide solutions to complex business problems where analysis of situations requires an in-depth knowledge of organizational objectives, and apply the ability to work creatively and analytically (strong diagnostic skills).

  • Possesses strong credibility at a client and/or within Accenture, which involves negotiating or influencing on significant matters

  • Be comfortable with fast paced projects and high-pressure settings

  • Lead a contact center / customer experience assessment supported by a project team or participate in a larger engagement as part of a team

  • Work independently at a client or within Accenture

  • Create financial, benefit and cost models containing key metrics both driving and changing as part of solutions for Accenture's clients

  • Enter new client environments and produce results using customer contact experiences that are easily transported between different industries

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