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Job Summary: We are seeking a consultant with experience in contact center service management for Accenture Song, combining creativity, technology, and data. Key Highlights: 1. Key role in transforming experiences and driving business impact 2. End-to-end contact center service management and continuous improvement 3. Opportunity to work with technology, design, and marketing Accenture Song combines creativity, technology, and data to help brands grow and connect with their customers. At Song, we operate at the intersection of design, technology, and marketing to transform experiences and deliver real business impact. We have an opportunity to hire a **consultant with a minimum of 5 years of experience in managing contact center services on technology platforms**. Prior experience with ***Talkdesk or Genesys*** and an advanced level of **English** will be especially valued. ### **Key Responsibilities** **Service Operational Management:** * Monitor daily service operations, ensuring adherence to established guidelines and leading continuous improvement initiatives. **SLA Definition and Monitoring:** * Apply and detail Service Level Agreements (SLAs) according to established guidelines. * Propose SLA modifications when necessary to adapt to client needs or service evolution. * Periodically review service-level indicators and communicate potential contractual penalties. **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 the backlog of incidents, requests, and developments, 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 resolved by the support team, escalating them when necessary. **Team Management:** * Coordinate and manage the support team specialized in the contact center platform. **Consulting and Continuous Improvement:** * Propose innovative solutions to enhance customer and employee experience, applying best practices and emerging market trends. * Collaborate on consulting regarding new features and product evolution, as well as on tracking the platform’s roadmap. **Reporting and Tracking:** * Prepare and present periodic reports to the Steering Committee and follow-up meetings, including: + Service level compliance (quality metrics, SLA status, etc.). + Economic monitoring of the delivered service. + Risk analysis, critical issues, and improvement proposals. + Sufficient detail to support decision-making, including hourly and daily traffic analysis. **Meetings and Communication:** * Attend periodic follow-up meetings with client representatives, presenting service status and proposing improvement actions. **Other Duties:** * Perform any other operational service management tasks assigned by the Steering Committee during the contract term. ### **Basic Requirements** * **Education:** University degree in Business Administration, Engineering, Telecommunications, IT, Service Management, or related fields. * **Technical Knowledge:** Solid expertise in service management and contact center technology platforms. * **Languages:** Advanced English proficiency, essential for communication with clients and international teams. ### **Required Experience** * Minimum five years of experience managing contact center services on technology platforms. * Experience with platforms such as Talkdesk or Genesys (highly valued). * Proven experience coordinating and leading specialized support teams. ### **Required Personal Skills** * **Leadership:** Ability to manage and motivate teams. * **Communication:** Effective oral and written communication skills. * **Results Orientation:** Focus on continuous improvement. * **Analytical Skills:** Analytical capability for monitoring KPIs 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 champion a hybrid work model that—leveraging technology and our facilities—enables us to maintain the essential human connection required to collaborate effectively with our teams and clients. This connection allows us to sustain our inclusive and diverse culture and, according to Refinitiv, makes us the most diverse company in the world. In addition, we offer other benefits such as: * Health, Life, and Accident Insurance * Medical services and wellness programs * Flexible compensation program and stock purchase plan * Flexibility programs (flexible hours, floating holidays, vacation time, etc.) * Individualized training pathway * Sustainability programs and Accenture Foundation * Employee networks for diversity * Other benefits: Bankinter Office with special conditions and profit-sharing
