Engagement Executive -Customer Operations

Capgemini•Van Buren Township, IN

About The Position

Leading large team across the globe for interaction ops – voice, chat, email and data Fully responsible for meeting business SLAs Support and drive the digital transformation agenda for clients Assess existing processes and technology to identify opportunities for the implementation of new CX methodologies with client stakeholders Creation of technical and resourcing business cases aligned to client objectives Present at SLT sessions on your existing and prospective new client engagements Design, plan and develop complex business solutions that include digital platform technologies and Intelligent Automation Manage a sales pipeline across the Customer Operations and CX offering Create digitally enabled solutions for prospective clients Collaborate across Capgemini practices to create industry leading solutions that provide clients with clear business outcome commitments Develop a team of CX Consultants, enabling them to spot opportunities for new business with existing and prospective clients Build strong internal and external networks to enable future CX opportunities Consult with internal stakeholders across sector verticals to drive existing and new client engagements Continuously engage with the latest Contact Centre technology and market insights to share across internal and external networks Attend networking events and CX conferences Utilise industry knowledge and Contact Centre/CX expertise to recommend ways of enhancing customer experience outcomes Develop and deliver solutions by responding to client RFI/RFP’s where Digital Transformation opportunities are present

Requirements

Business Consulting with Professional Service organization more than 15 years
Large-scale BPO transformation and/or Professional Services experience
Experience of solutions for Contact Centres and digital channels
Ability to create a client proposal utilising various data points available
Management of CX Consultants or Process Transformation/Improvement team
Experience within commercial modelling and sizing
Ability to create Contact Centre/CX solutions that support client objectives
Understanding of the latest Technology trends in the Contact Centre and Digital Transformation markets
Clear understanding of deflection and automation techniques within the Contact Centre and CX space
Development of the relevant CX solutions for implementation – e.g. chat bot, conversational AI
Cross-sector experience, including Financial Services, Manufacturing, Media & Entertainment, Retail and Technology based companies
Experience in handling different kinds of Contact Centre process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk
Experience in working on integrated Contact Centre environments consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics and Quality
Process Improvement methodologies
A passion and desire to improve CX and support clients on their journey
Experience improving customer journeys to improve CX outcomes
Knowledge of simple automation principles; call deflection, webchat, conversational AI, chat bot
Working knowledge of contact centers solutions (examples, but not limited to; Zendesk/AWS/Genesys Cloud/Nice)

Responsibilities

Leading large team across the globe for interaction ops – voice, chat, email and data
Fully responsible for meeting business SLAs
Support and drive the digital transformation agenda for clients
Assess existing processes and technology to identify opportunities for the implementation of new CX methodologies with client stakeholders
Creation of technical and resourcing business cases aligned to client objectives
Present at SLT sessions on your existing and prospective new client engagements
Design, plan and develop complex business solutions that include digital platform technologies and Intelligent Automation
Manage a sales pipeline across the Customer Operations and CX offering
Create digitally enabled solutions for prospective clients
Collaborate across Capgemini practices to create industry leading solutions that provide clients with clear business outcome commitments
Develop a team of CX Consultants, enabling them to spot opportunities for new business with existing and prospective clients
Build strong internal and external networks to enable future CX opportunities
Consult with internal stakeholders across sector verticals to drive existing and new client engagements
Continuously engage with the latest Contact Centre technology and market insights to share across internal and external networks
Attend networking events and CX conferences
Utilise industry knowledge and Contact Centre/CX expertise to recommend ways of enhancing customer experience outcomes
Develop and deliver solutions by responding to client RFI/RFP’s where Digital Transformation opportunities are present