Call Center Strategy Consultant (Financial Services) - CRM
Job Details Our Contact Center Optimization Service helps our clients: Improve efficiency and effectiveness of contact center operations Design and implement a contact center model that delivers a superior customer experience Achieve reasonable cost-to-serve, through consistent approaches to dealing with customers across all channels within the contact center (phone, web, IDTV/kiosk, mobile access.
etc.) The solution spans inbound and outbound sales and service.
Working with Clients and our go-to-market teams provide thought leadership in devising state-of-the art call center strategies for our banking, insurance and financial market clients.
Call center solutions will include human resource, technical and process components.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.
xallx xbcsnatx Workplace M-Mobile/Telecommuters Division Global Business Services: 05-BCS BUSINESS CONSULTING SVCS Desired Skills * 5-7 years experience of call center experience in the banking, insurance or financial markets industries.
Specifically seeking call center strategy and/or management experience.
* Prior industry consulting experience required.
* Strong analyical skills required.
* Recognized as call center specialist in his/her industry preferred.
* Strongly prefer candidates with external Big 4 or other top tier Consulting Experience Since the majority of our consulting work is done at our client sites, this position requires up to 100% travel.
It is also expected that newly hired resources into the Global Business Services US practice live within a reasonable commuting distance (generally 50 miles) of the following cities: Atlanta, GA; Boston, MA; Charlotte, NC; Chicago, IL; Cincinnati, OH; Columbus, OH; Cleveland, OH; Dallas, TX; Denver, CO; Detroit, MI; Hartford, CT; Houston, TX; Kansas City, MO; Los Angeles, CA; Miami, FL; New York City, NY and surrounding area; Philadelphia, PA; San Francisco, CA; and Washington, DC. Additional Info Global Business Services: Consult with us. IBM Global Business Services helps top-tier clients solve their most complex business and technical issues.
Our consultants deliver innovative business consulting, business process design, systems integration, and application design and management to leading commercial and public sector organizations in 17 industries worldwide.
With access to resources that only a global leader can provide, our people learn valuable skills, gain access to a vast and diverse network of talented professionals, and enjoy unparalleled career, training, and educational opportunities.
Education Masters Degree/Equivalent Experience Major Not Applicable
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