CN – Strategy – ACE – CS&S – Nice InContact – 07

From 4 to 6 year(s) of experience
₹ Not Disclosed by Recruiter

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Posted: 21 days agoJob Applicants: Less than 10Job Views: 100

Job Description

Practice Overview:
The Customer Sales & Service team is aligned to the Consulting division of Accenture and works with our client’s sales and marketing organization. The team provides transformation services across five key offering namely Intelligent Marketing, Connected Commerce and Next Generation Customer Care. These services help our clients optimize their cost to serve and improve revenue per customer.
The team is comprised of individuals who have great understanding of customer services function and span across various industries like CHT, FS, Utilities and Retail. The team leverages their diversified skills to deliver projects that helps drive quantifiable value to our clients.
We are looking for passionate and driven individuals who will help define service strategies, design and implement contact center solutions and help optimize our client’s service operations. Individuals must have good communication skills, knowledge in relevant technologies, innovative thinking and commitment to quality

Principal Duties

And Responsibilities: Would be responsible for delivery of design and delivery in Customer Services domain including

Direct and manage project development and delivery from beginning to end. Set and continually manage project expectations with team members and stakeholders.

Define project scope, goals and deliverables that support business objectives in collaboration with internal stakeholders as well as customers and partners.

Develop project plans, diagrams, and communications documents.

Estimate the resources and participants needed to achieve project goals. Negotiate with other department managers and implementation managers for the allocation of required staff.

Identify and manage project dependencies and critical path.

Plan and schedule project timelines and milestones using appropriate tools. Track deliverables.

Develop and deliver progress reports, proposals, requirements documentation, and presentations.

Proactively manage changes in project scope, identify potential crises, and devise contingency plans.

Build, develop, and grow any business relationships vital to the success of the project.

Collect sign-off confirming the customer's agreement on project completion and \"acceptance\".

Conduct project post mortems and create a recommendations report in order to identify successful and unsuccessful project elements.

Develop best practices and reusable tools for project execution and management.

Qualifications: Bachelor s degree in related field or equivalent experience. MBA would be good to have.

Experience: 4-6 years experience in project management or technically relevant occupation

Experience in call recording or telephony industry

Experience in implementing at least 1 NICE inContact / CX One project a must (which involves integration with CRM as well as Agent screen pop)

Consulting experience (Optional)

Key Competencies and Skills: The ideal candidate will possess a strong and well-established record of accomplishment in designing and delivering speech analytics solutions and/or platforms

Strong project management skills in planning and coordination for timely delivery

Good understanding of principles, theories, practices and techniques for managing project work load and analysis needed for key deliverables

Excellent verbal and written communication

Ability to motivate and encourage a project team

Critical thinking and problem solving skills

Understanding of technology and software development cycle

Resource management skills

Risk management skills

Ability to make independent and sound decisions

Financial and budget competencies

Organized and comfortable planning several months in advance

Creation of business case including ROI generation and project management of solution deployment

Role:Associate / Consultant

Salary: Not Disclosed by Recruiter

Industry:IT Services & Consulting

Functional Area:Consulting

Role Category:Management Consulting

Employment Type:Full Time, Permanent

Education

UG:Any Graduate

PG:MBA/PGDM in Any Specialization

Company Profile

Accenture Solutions Pvt Ltd

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 514,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.
Company Info
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Contact Company:Accenture Solutions Pvt Ltd

Address:Plant 3,Godrej and Boyce Compound, MUMBAI, Maharashtra, India

Reference Id:55081

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