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EY Consulting Services Manager - Business Transformation - Service (Open Location) in Albany, New York

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Business Transformation - Sales & Service - Call Center Lead Strategist - Manager

Today’s companies are experiencing unprecedented digital growth as digital-physical systems, powered by Internet of Things and fuelled by data, create a fully interconnected society. It’s an increasingly complex, digitized, fast-changing and interconnected world and as part of the Sales & Service practice within Business Transformation, you’ll help leading companies across industries strategize and execute on their future customer vision and experience.

The opportunity

With rapid growth across digital, we’re looking for people in a wide range of focused areas. So whether you’re interested in customer service, customer experience, sales strategy, digital strategy, experience design, work experience of the future, digital program activation or social, we have a role for you. Whichever you choose, you can expect to work in a truly leading-edge environment, surrounded by some of the most engaging and knowledgeable colleagues in the business. This is also an opportunity to get in on the ground floor as our practice expands and be a part of creating and executing a vision for the future in an entrepreneurial environment within the larger firm.

Your key responsibilities

In this role, you’ll work on a dynamic mix of projects helping our clients solve some of their most pressing issues. Working in diverse, inclusive teams to build relationships with our clients, you’ll deliver innovative high quality work products. As a Manager and Call Center Lead Strategist, you will oversee the development of the overall customer service strategy, execution of that vision and management of client service delivery.

Skills and attributes for success

To qualify for the role, you must have

  • Ability to act as an advocate and leader in the strategic design process of projects, owning the overall Customer Relationship Management (CRM) Strategy and execution.

  • Knowledge of call center leading practices, processes and technologies to help drive customer-centric solutions for helping clients reinvent their future state customer service models. Past experience creating strategies for enabling a differentiated service proposition across the entire value chain and customer lifecycle in a call center environment.

  • Demonstrated understanding of key areas including business strategy, customer service, call center operations, call center budget/ROI planning and technology enablers.

  • Ability to provide strategic direction, working with engagement team to manage client expectations in line with the customer care strategy and vision.

  • Experience translating business requirements and goals, end user needs and inputs from cross-functional teams into differentiated operations and technology solutions across the customer care channel.

  • Demonstrated leadership through creating a culture of relentless improvement, driving a thirst for constant innovation and new thinking to improve the overall experience for customers across all sales and care channels.

  • Ability to foster an innovative and inclusive team-oriented work environment. You’ll play an active role in counselling and mentoring junior level consultants within the organization by providing structured and on-the-job feedback.

  • A valid passport and US driver’s license; willingness and ability to travel estimated 80% both domestically and internationally.

Ideally, you’ll also have

  • Bachelor's Degree with at least 5+ years of work experience in Customer Service, Call Center Operations, CRM Technologies, Channel Marketing, Digital Marketing, or Customer Experience. Past experience in consulting, call center operations, or other relevant experience in a client facing role.

  • Advanced knowledge of industry trends, best practices and technological innovations to refine/evolve channel strategies accordingly

  • An entrepreneurial spirit who is excited by ambiguity, operates autonomously and is able to make informed decisions on the fly, grounded in a Customer Experience and Customer Service point of view.

  • People management experience with both project teams and individual direct reports.

  • Strong problem solving and troubleshooting skills with experience exercising mature judgment in both internal and client-facing situations.

  • Proven experience effectively prioritizing workload to meet deadlines and work objectives.

  • Experience with defining and executing on customer service initiatives, challenging how customers interact across all channels – traditional, self-service channels, and digital channels.

  • Excellent creative, analytical, process design as well as strong oral and written communication skills.

What we look for

We’re seeking passionate leaders with a strong digital vision and a desire to stay on top of both customer experience, customer service, and digital trends across all customer touchpoints and who value diversity and inclusion who team to provide our clients with innovative solutions. If you have a genuine passion for helping clients define and execute on their customer experience vision, EY’s Sales & Service Practice could be the next step in your professional journey. #FY22BusinessTransformation #FY22Sales&Service

What we offer

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.

• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.

• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.

• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build.

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

EY is an equal opportunity, affirmative action employer providing equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.

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