Deloitte Contact Center Customer Strategy Senior Manager in Indianapolis, Indiana
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
Commercial Excellence & Experience
Our Commercial Excellence & Experience team focuses on designing and implementing sales and service experiences, capabilities, and architectures to bring customer strategies to life. 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. 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:
Sales Excellence & Service Excellence | delivers sales and service strategies and plans, operating model definition, incentive design and implementation, and operations support for digitally-enabled sales, channel, and customer service capabilities
Digital Experience | creates engaging omni-channel digital experiences across web, mobile, AR/VR, voice, gesture, IoT, and video
Flexible Consumption | the commercial strategy, operating model definition, and capability delivery of subscription/flexible consumption business models
Digital Foundry | a flexible, end-to-end delivery model emphasizing innovation and disruption
DigitalMix | an integrated set of platforms to enable business re-platforming
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
Identifying potential add on opportunities with existing clients
An undergrad plus +10 years consulting and/or industry experience is required or MBA +4 years relevant experience
Willingness and ability to travel 50% (while 50% of travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice).
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
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.