[ref. f89963118] Expression of Interest: Management Consulting Senior Consultants / Managers, Contact Centre experience - Melbourne

• Supportive career development plans to help build your career
• Flexible work arrangements

We Are:

Accenture Song is a global and local leader that supports brands to accelerate growth, by creating and delivering experiences that engage and delight customers. Accenture Song possess a broad range of capabilities to support clients to transform customer experience: from brand positioning to customer research and experience design, through to digital product build, brought to bear with full funnel marketing analytics.

The multi-faceted nature of the work excitingly presents significant opportunity for growth and ensures that no two days are the same.

The Role:

• Design and implement process and change interventions that integrate strategy, technology, and people to enable process improvements that create value for clients
• Understand and translate customer needs into implementable business solutions to enable long-term success and business integration. Implement programs/interventions /process changes that prepares the organization for implementation of new business processes.
• Understand Contact centre technology and can translate business requirements into technology requirements
• Implement operating models and new ways of working, to operationalize the strategy across all business models (B2B and B2C) and channels.
• Work with clients to define and implement customer service, sales, and marketing strategies

Here’s What You Will Need:

• Proven experience working with Clients undergoing service transformation, to achieve growth, reduce cost or uplift customer experience
• Understand the different customer engagement channels commonly used in contact centres, such as voice, email, chat, social media, and messaging apps + Omni channel experience.
• Knowledge of NPS (net promoter score), FCR (first call(voice) or first touch (nonvoice) resolutions), QFD (Quality functional deployment), Quality framework design, Call monitoring framework design and implementation
• Expertise in process improvement methodologies such as Lean, Six Sigma, Agile delivery to identify inefficiencies, reduce waste, optimize workflows, and streamline existing processes to enhance overall operational efficiency.