Job Details

Manager Connected Customer Service Advisory

Company name
KPMG International

Location
Chicago, IL, United States

Employment Type
Full-Time

Industry
Manager, Consulting, Customer Service, Project Management

Posted on
Sep 17, 2021

Valid Through
Dec 31, 2021

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Profile

Business Title: Manager, Connected Customer Service Advisory

Requisition Number: 71419 - 31

Function: Advisory

Area of Interest:

State: IL

City: Chicago

Description:

Historically, the travel requirement for this position has ranged from 80-100%. The safety and well-being of our people continues to be the top priority, and our decisions around travel are informed by government COVID-19 response directives, recommendations from leading health authorities, and guidance from a number of infectious disease experts. For now, all KPMG business travel, international and domestic, is currently restricted to client-essential sales/delivery activity only. At some point in the future and with the safety of people as the critical factor, the travel requirement will likely increase, possibly to previous levels, but KPMG is committed to balancing client requirements with new delivery capabilities.

The KPMG Advisory practice is currently our fastest growing practice. We are seeing tremendous client demand, and looking forward we don't anticipate that slowing down. In this ever-changing market environment, our professionals must be adaptable and thrive in a collaborative, team-driven culture. At KPMG, our people are our number one priority. With a wealth of learning and career development opportunities, a world-class training facility and leading market tools, we make sure our people continue to grow both professionally and personally. If you're looking for a firm with a strong team connection where you can be your whole self, have an impact, advance your skills, deepen your experiences, and have the flexibility and access to constantly find new areas of inspiration and expand your capabilities, then consider a career in Advisory.

KPMG is currently seeking a Manager in Customer & Operations for our Consulting (https://advisory.kpmg.us/) practice.

Responsibilities:

Lead client engagements and work streams related to technology 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:

Minimum five years of management consulting experience with heavy focus working in customer service, contact center environment or digital customer field, with minimum three years of experience leading teams; management consulting experience

Bachelor's degree in a related field from an accredited college/university

Deep functional knowledge of contact center technology architecture including design and implementation of the following types of solutions: cloud contact center technology (e.g., Five9, Nice inContact, and Genesys), natural language IVR, case management, and computer telephony integration

Experience with Salesforce Service Cloud and/or Microsoft Dynamics is preferred

Prior knowledge 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

Ability to travel extensively and be able to prioritize, delegate, organize, and manage multiple teams and client engagements simultaneously

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, age, 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 ( https://assets.kpmg.com/content/dam/kpmg/us/pdf/2018/09/eeo.pdf) contains further information regarding the firm's compliance with federal, state and local recruitment and hiring laws. No phone calls or agencies please.

GL: 4

GF: 15292

Company info

KPMG International
Website : http://www.kpmg.com

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