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Capgemini
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Engagement Executive-Customer Operations

Engagement Executive-Customer Operations

Capgemini

1 - 5 years

4 - 7 Lacs

kolkata

Posted:2 months ago| Platform:

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Skills Required

service marketing marketing zendesk business consulting aws genesys customer operations operations management project management ivr customer relationship customer service customer support sql technical support java cti network operations crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

About The Role
Capgeminis Connected Marketing Operations practice offers and delivers Marketing Operations services to its top fortune 500 clients. Our portfolio of services is focused on delivering latest and best in Content Operations, Campaign Services and Performance Marketing solutions to drive marketing and sales outcomes for the clients.We are looking for a results-oriented senior leader to lead the global delivery & client relationship management for multiple projects. If you are driven by hyper growth challenge and love to wow the clients with your innovative solutions, then this is just the right leadership role for you! Primary Skills
He/She/They OR, the incumbent will have 18+ years experience with a large marketing shared services or marketing service provider with a strong project track record.Intelligent Customer Operations practice within Capgemini Business Services.Leading a large team of customer interaction operations, you will deploy your team across a variety of engagements supporting new clients with their CX vision and future Contact Centre channel technology.Roles & responsiblities include:

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/RFPs where Digital Transformation opportunities are present
Secondary Skills
Skills /Experience required

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)

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Engagement Executive-Customer Operations