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Senior Associate, Customer Service and Experience Transformation - Healthcare

KPMG
United States, Florida, Miami
May 19, 2022
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 Senior Associate in Customer Service and Experience Transformation for our practice Responsibilities: Collaborate on client engagements and work streams related to process improvements and operational analysis for customer-facing services and functions Contribute on KPMG work teams throughout the project lifecycle and help ensure timely execution of project deliverables Apply and develop consulting skills and in-depth industry and functional knowledge in the execution of assignments Contribute to proposal development and other new business development activities Provide input into engagement work plan and timeline Qualifications: Minimum three years of management consulting experience and/or relevant healthcare or public sector experience with heavy focus in customer service operations, contact center of technology enabling tools; CRM, Workforce Management, Quality Management, Telephone ACD/IVR, Chatbot or other digital services Bachelor's degree in a related field from an accredited college/university; MBA is preferred Functional knowledge in one or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting, training, reporting metrics/KPIs, and Voice of the Customer Measurement Prior experience in conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations desired Ability to travel up to 50% 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 contains further information regarding the firm's compliance with federal, state and local recruitment and hiring laws. No phone calls or agencies please. At KPMG, any partner or employee must be fully vaccinated or test negative for COVID-19 in order to go to any KPMG office, client site or KPMG event. In some circumstances, individuals who are not fully vaccinated may also be required to have a reasonable accommodation to not be fully vaccinated for COVID-19.