Cloud Contact Center Specialist/Manager - Mexico

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Quick Summary

Key Responsibilities

Adapts existing methods and procedures to create possible alternative solutions to moderately complex problems.

Requirements Summary

Experience in Conduct contact center capability assessment, create benchmark across contact standard standards KPIs, design the contact center of the future, craft solution blueprint,

Technical Tools

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Responsibilities

~1 min read

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Adapts existing methods and procedures to create possible alternative solutions to moderately complex problems. Understands the strategic direction set by senior management as it relates to team goals.
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Uses considerable judgment to determine solution and seeks guidance on complex problems.
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Primary upward interaction is with direct supervisor. May interact with peers and/or management levels at a client and/or within Accenture.
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Determines methods and procedures on new assignments with guidance.
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Decisions often impact the team in which they reside.
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Manages small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.

Requirements

~1 min read

Experience in Conduct contact center capability assessment, create benchmark across contact standard standards KPIs, design the contact center of the future, craft solution blueprint, and articulate business case for transforming to a cloud based WFM solution.
Experience in using speech analytics tools (such as Call Miner, NICE, Verint etc.) and derive insights into the call center key KPIs and be able to suggest transformation ideas.
Contributed initiatives such as Assets, accelerators and Point of Views focused on Customer Service Channels and Operations.
Project Management, Experience working with global teams.

#LI-LATAM

Accenture 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 revenue growth and enhance citizen services—creating tangible 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, enable 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.accenture.com

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