Job Directory Manager, Customer Solutions- Customer Interaction

Manager, Customer Solutions- Customer Interaction
New York, NY

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About

Job Description

Known for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in today's most important industries. Our growth is driven by delivering real results for our clients. It's also enabled by our culture, which encourages individual development, embraces an inclusive environment, rewards innovative excellence and supports our communities. With qualities like those, it's no wonder we're consistently ranked among the best companies to work for by Fortune Magazine, Consulting Magazine, Working Mother Magazine, Diversity Inc. and others. If you're as passionate about your future as we are, join our team.

KPMG is currently seeking a Manager in Customer & Operations for our Management Consulting practice.

Responsibilities:

* Lead client engagements and work streams related to process improvements and operational analysis for customer-facing services and functions Provide oversight of highly skilled client and KPMG work teams throughout the project lifecycle and help ensure timely execution of project deliverables
* Apply well developed consulting skills and in-depth industry and functional knowledge in the execution of assignments
* Establish client value propositions that tie financial metrics and CFO focus areas directly to business improvement
* Help lead proposal development and other new business development activities by leveraging existing relationships with C-level executives
* Provide input into engagement decisions including work plan and timeline, project management, resource allocation and career development of staff members

Qualifications:

* A minimum of five years of management consulting experience with heavy focus working in customer service, contact center environment or digital customer field, with a minimum of three years of experience leading teams; management consulting experience is required
* Bachelor's degree in a related field from an accredited college/university
* Deep functional knowledge in two or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/Call routing, reporting metrics/KPIs, and supplier/contract management
* Experience in evaluating benchmark data (e.g. customer, process, financial benchmarks); web/chat/ email contacts, social media, contact center technology sales or project management experience with center start-ups, consolidation or outsourcing is preferred
* Experience in conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations
* Ability to travel extensively

KPMG LLP (the U.S. member firm of KPMG International) offers a comprehensive compensation and benefits package. KPMG is an affirmative action-equal opportunity employer. KPMG complies with all applicable federal, state and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable federal, state or local laws. The attached link contains further information regarding the firm's compliance with federal, state and local recruitment and hiring laws. No phone calls or agencies please.

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