Accenture Song combines creativity, technology, and data to help brands grow and connect with their customers. At Song, we work at the intersection of design, technology, and marketing to transform experiences and generate real business impact. We have an opportunity to incorporate a **consultant with a minimum of 5 years of experience in managing contact center services on technological platforms**. Prior experience with ***Talkdesk or Genesys*** will be especially valued, as well as an advanced level of **English**. ### **Main Responsibilities** **Service Operational Management:** * Daily supervision of service operations, ensuring compliance with established guidelines and leading continuous improvement initiatives. **SLA Definition and Control:** * Apply and detail Service Level Agreements (SLAs) according to established guidelines. * Propose modifications to SLAs when necessary to adapt to client needs or service evolution. * Periodically review service level indicators and communicate potential penalties according to the contract. **Methodology and Procedures:** * Supervise compliance with applicable methodology and procedures, proposing changes to maximize service effectiveness and efficiency. **Monitoring and Tracking:** * Track progress and improvements in service delivery. * Update associated documentation and review monthly and annual baselines. * Monitor incident, request, and development backlogs, including their resolution and planning. **Risk and Conflict Management:** * Identify and escalate potential risks to Contract Managers, including those arising from third parties. * Resolve service-related conflicts that cannot be solved by the support team, escalating them when necessary. **Team Management:** * Coordinate and manage the specialized support team for the contact center platform. **Consulting and Continuous Improvement:** * Propose innovative solutions to improve customer and employee experience, applying best practices and new market trends. * Collaborate on consulting for new functionalities and product evolution, as well as tracking the platform's RoadMap. **Reporting and Follow-up:** * Prepare and present periodic reports to the Steering Committee and follow-up meetings, including: + Service level compliance (quality indicators, SLA status, etc.). + Economic monitoring of the delivered service. + Risk analysis, critical points, and improvement proposals. + Sufficient details to support decision-making, including traffic analysis by hour and day. **Meetings and Communication:** * Attend periodic follow-up meetings with client representatives, presenting service status and proposing improvement actions. **Other Tasks:** * Perform any other functions related to operational service management assigned by the Steering Committee during the contract period. ### **Basic Requirements** * **Education:** University degree in fields related to business administration, engineering, telecommunications, IT, service management, or similar. * **Technical Skills:** Solid knowledge in service management and technological contact center platforms. * **Languages:** Advanced level of English, essential for communication with clients and international teams. ### **Required Experience** * Minimum of five years of experience in managing contact center services on technological platforms. * Experience with platforms such as Talkdesk or Genesys (highly valued). * Proven experience in coordinating and leading specialized support teams. ### **Personal Skills Required** * **Leadership:** Ability to manage and motivate teams. * **Communication:** Effective oral and written communication skills. * **Results Orientation:** Focus on continuous improvement. * **Analytical Skills:** Analytical ability for monitoring indicators and risk analysis. * **Proactivity:** Identification and proposal of innovative solutions. * **Flexibility:** Adaptability to change, especially in response to technological and business evolution. * **Conflict Resolution:** Ability to manage situations under pressure. * **Organization:** Planning capability for operational monitoring and report preparation. At Accenture, a company recognized as a Great Place To Work®, we promote a hybrid work model that, thanks to technology and our facilities, allows us to maintain the essential human connection needed to work effectively with our teams and clients. This connection enables us to preserve our culture of inclusion and diversity and be, according to Refinitiv, the most diverse company in the world. Additionally, we offer other benefits such as: * Medical, life, and accident insurance * Medical services and wellness programs * Flexible compensation program and stock purchase * Flexibility programs (flexible hours, free days, vacations...) * Individualized training itinerary * Sustainability programs and Accenture Foundation * Employee network for diversity * Other benefits: Bankinter office with special conditions and profit sharing