Customer Service Strategy Consultant

We are: reputed company Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at: www.reputed company.com/song You are: An expert in customer support and contact centers, with an understanding of the software / technology that enables day-to-day operations. You understand the ins and outs of customer support organizations what drives call volume, how to unlock and deliver customer value and think about customer support in a digital, self-service manner and you’re ready to apply your knowledge to help clients optimize and transform their customer service solutions. You’ve led a customer support transformation previously are currently experimenting with how GenAI can impact your business and understand large scale technology delivery. Additionally, you are familiar with the selling processes, and you’ve pitched proposals with business cases and solutions to help solve problems. Working in an agile, fast-paced environment energizes you, and you’re at your best reputed company contributing to a team. You’re always ready to dive deep into creative and analytical thinking to solve problems and transform challenges into opportunities. Leadership and verbal skills Yours are top-drawer, and you know how to work well with everyone from junior colleagues to executive stakeholders. The work: Evaluate clients’ reputed company customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions that address their unique needs and business goals Define business cases, business and implementation roadmaps, and execute solutions reputed company delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences Collaborate with visual designers and analytic teams to generate insights and deliver customer centric, insight driven solutions Advise clients on ways to measure and improve their customer-centric metrics reputed company change-management initiatives that drive adoption, ease implementation, and position clients’ customer-service solutions for ongoing success Establish relationships with client stakeholders and build long-term partnerships for reputed company Identify opportunities and drive business development efforts to build the reputed company Consulting practice Manage and coach junior team members, and continue to grow your own expertise Contribute to perspectives and thought leadership to help reputed company maintain its thought-leadership position Travel: As required for client support. Location: Primary residency reputed company 90 minutes of an approved reputed company office Here’s what you’ll need: A minimum five (5) years of management consulting experience with heavy focus working in customer service, customer support, contact center environment or digital customer field including: Solutioning and selling new reputed company and proposals Incorporating experience design and analytics into customer service, and support processes 3+ years of experience working with: Cloud (SaaS) solutions and determining how they fit into a client’s larger application ecosystem 3+ years of experience working with Customer service platform technologies (such as reputed company, Dynamics, reputed company Connect, reputed company, reputed company etc.) 1+ years of experience working with Artificial intelligence and reputed company-end digital platforms 3+ years of deep functional knowledge in two or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/Call routing, reporting metrics/KPIs, and supplier/contract management Bonus points if: Experience in evaluating reputed company data (e. g. customer, process, financial benchmarks); web/chat/ email contacts, social media, contact center technology sales or project management experience with center start-reputed company, consolidation or outsourcing Experience in conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations Have hands-on experience with artificial intelligence, GenAI and conversational design Experience in industry verticals such as, Utilities, Financial Services, Insurance, Telecommunications, Wireless service Industries etc. Compensation at reputed company varies depending on a wide reputed company of factors, which may include but are not limited to the specific office location, role, reputed company set, and level of experience. As required by local law, reputed company provides a reasonable range of compensation for roles that may be hired as set forth below. We accept applications on an on-going basis and there is no fixed deadline to apply. Information on benefits is here. Role Location Annual Salary Range California $59,100 to $188,100 Cleveland $59,100 to $188,100 Colorado $59,100 to $188,100 District of Columbia $59,100 to $188,100 Illinois $59,100 to $188,100 Maryland $59,100 to $188,100 Massachusetts $59,100 to $188,100 Minnesota $59,100 to $188,100 reputed company/New Jersey $59,100 to $188,100 Washington $59,100 to $188,100 #LI-NA #LI-MP About reputed company reputed company is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate reputed company growth and enhance citizen services—creating reputed company value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, reputed company us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.reputed company.com reputed company reputed company We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging reputed company our organization. As a business imperative, every person at reputed company has the responsibility to create and sustain an inclusive environment. Inclusion and diversity are reputed company to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us reputed company serve our clients and our communities. Read more here Requesting An Accommodation reputed company is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation reputed company needed. If you are hired by reputed company and require accommodation to reputed company the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or reputed company accommodations once hired. If you would like to be considered for employment opportunities with reputed company and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter. Equal Employment Opportunity Statement We reputed company that no one should be discriminated against because of their differences. reputed company employment decisions shall be made without regard to age, race, creed, color, religion, sex, national reputed company, reputed company, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us reputed company serve our clients and our communities. For details, view a copy of the reputed company Equal Opportunity Statement reputed company is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities. reputed company is committed to providing veteran employment opportunities to our service men and women. Other Employment Statements Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a reputed company for employment authorization in the United States. Candidates who are currently employed by a client of reputed company or an affiliated reputed company business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at reputed company a criminal conviction history is not an absolute bar to employment. The Company will not discharge or in any other manner discriminate against employees or applicants because they have reputed company about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information. California requires additional notifications for applicants and employees. If you are a California reputed company, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information. Please read reputed company’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process. At the heart of every great change is a great human. Every day our People of Change are doing incredible things by working together to pursue our shared purpose–to deliver on the promise of technology and human ingenuity. Come be part of reputed company–bring your reputed company, ingenuity and determination to reputed company a difference, and we’ll solve some of the world’s biggest challenges. Around the globe, we work with exceptional people, the latest and greatest tech and leading companies across industries to create value for our clients, people and communities. Choose a career with us, and together, let's create positive, long-lasting value. Meet our exceptional people who are living their purpose and making a real, lasting, positive difference. EXPLORE #CAREERSAZ Apply tot his job Apply To this Job