Contact Center Strategy Manager
Company: Deloitte
Location: Charlotte
Posted on: June 25, 2022
Job Description:
Contact Center Strategy Manager
Are you passionate about helping clients solve complex challenges
and supporting them through critical transformations? As a member
of our Sales & Service Excellence practice, you will design and
implement sales and service experiences, capabilities, and
architecture required to bring customer strategies to life. Would
you like to work for an organization committed to your professional
development and personal success? Deloitte offers an award-winning
culture that supports our employees' development of their personal
brand through learning opportunities, professional experiences,
inclusion, collaboration and personal well-being.
Work you'll do
Our ambition is to be the best in the world at driving customer
transformation through the development of clever commercial
strategies, distinctive experiences, and the application of digital
technologies.
Responsibilities include, but are not limited to:
- Help companies maximize the return for their digital sales
enablement and sales operations infrastructure investment
- Work with Sales Leadership on devising sales strategies aimed
at improving sales productivity focused on sales process
standardization, digital tool adoption, sales reporting (pipeline,
performance)
- Provide best-in-class services for planning, designing,
deploying, and supporting digital sales technology tools
- Offer end-to-end solutions including process analysis and
design, requirements planning, business case development, analytics
support and administration support
- Act in a mentoring capacity to support the career development
of other colleagues
- Responsible for business development efforts, including
Statements of Work (SOW), proposal development, client
presentations, etc.
- Contribute to the internal development of our practice through
participation in areas such as business development, training,
methodology and toolkit development, and recruiting
The Team
Digital Customer
Digital Customer offering focuses on designing and implementing
sales and service experiences, capabilities, and architectures to
bring customer strategies to life. The ambition is to be the best
in the world at driving customer transformation through the
development of clever commercial strategies, distinctive
experiences, and the application of digital technologies. We help
make the "creative digital consultancy" real and in doing so, make
new markets.
Professionals will serve our clients through the following types of
work:
- Emerging - enables different capabilities throughout Lead to
Fulfillment life cycle, we are closely aligned in assisting clients
in providing a high-quality customer experience and executing
efficient processes.
- Sales Excellence & Service Excellence - Integrate the latest
technologies with leading-edge strategies, insights, experiences,
and talent to enable outstanding customer servi
- Salesforce - Deloitte unleashes the powerful Salesforce
platform for our clients to drive the best possible outcomes and
redefine engagement. We innovate like never before by creatively
using technology to help enhance digital customer and employee
experiences for our clients.
Qualifications Required:
- Providing subject matter expertise in Customer and Contact
Center operations
- Experience in Customer Engagement or Customer Experience
- Experience in Customer Technologies such as Multi- and
Omni-Channel
- Creating Contact Center Assessments across people, process, and
technology and developing and delivering executive
presentations.
- Leading Contact Center Outsourcing selection and ramp up.
- Creating robust business cases
- Conducting performance analysis utilizing system and human
generated data
- Solid understanding of contact center technology (ACD, PBX,
WFM, CTI, QA, IVR, and KM) with a preference for deep knowledge in
at least one.
- Apply practical experience with the full lifecycle design and
implementation of contact center client projects
- Driving decision making processes to assist clients with next
step conclusions
- +5 years consulting and/or industry experience is required
- Bachelor's Degree
- Must be legally authorized to work in the United States without
the need for employer sponsorship, now or at any time in the
future.
- Ability to travel 50% (While travel is a requirement of the
role, due to COVID-19, non-essential travel has been suspended
until further notice.)
- Must be legally authorized to work in the United States without
need for employer sponsorship, now or at any time in the
future.
- No sponsorship: Must be legally authorized to work in the
United States without the need for employer sponsorship, now or at
any time in the future.
Preferred:
- MBA +6 years relevant experience
- Ability to work independently and manage multiple task
assignments.
- Strong oral and written communication skills, including
presentation skills (MS Visio, MS PowerPoint).
- Strong problem solving and troubleshooting skills with the
ability to exercise mature judgment.
- An advanced degree
DigCust2021
Keywords: Deloitte, Charlotte , Contact Center Strategy Manager, Executive , Charlotte, North Carolina
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