Delivering world-class customer care requires a deep understanding of the customer service lifecycle, industry knowledge and business process excellence—and having the right people, with the right skills, to get the job done. Bring your commitment to excellence and passion for problem solving to Accenture, and be part of the largest and most diversified group of business operations specialists in the world.
Accenture has several opportunities across Canada for people interested in customer care work. Our positions include front line call centre representatives, billing, collections, payments, field services and operations support, with the support and options to grow your career with a global leader.
We are currently hiring for the following locations.
To learn more and apply, please visit our custom application portal for customer care careers.
At Accenture, you can pursue your interest in virtually any industry, because we serve most of them.
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Bring your commitment to excellence and passion for problem solving to Accenture. Our customer care centres are friendly, fast-paced, professional environments that are conducive to ongoing learning and long-term career growth.
Once hired, we will provide you with a paid training program that allows you to work at the highest level of efficiency. We provide coaching based on sophisticated management systems and close supervision to ensure our people are customer-trained, not script-trained.
Working for Accenture also means being a part of a truly global team. You will be empowered to provide high-quality, long-term services for our international clients while working with the best people worldwide. Our talented call centre employees are not only the voice of our company, but also the heart of our culture. You can expect to receive the support and camaraderie of colleagues who are essential to our dynamic, fun work environment.
Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and the way we deliver value provides an unparalleled opportunity to grow and advance. Apply today and make delivering innovative work part of your extraordinary career.
Delivery Lead, Call Centre Operations
Service Delivery Operations Team Lead
Have questions about customer care careers at Accenture? Click the questions below to see answers to some of our most frequently asked questions.
> What is Accenture Utilities BPO Services?
Accenture Utilities BPO Services is part of Accenture, one of the world's leading management consulting, technology services and outsourcing companies. We're the largest provider of customer care to utilities across North America, serving clients such as BC Hydro, Enbridge Gas Distribution, and Direct Energy.
> Is this a telemarketing job? Will I be calling and bothering people during their dinner?
No. Our Customer Care team handles incoming calls from existing customers. These calls may involve explaining everything from Budget Billing Plan to merchandise contract inquiries and discussing current billing and collections activity. Service inquiries may involve meter work, customer moves, inspections, gas emergency calls, arranging appointments to service gas equipment to new and existing customers. Our representatives are not involved in "cold calling" or other such types of telemarketing.
Learn more about the role by reviewing some of our employee profiles learn about a typical day in their life.
> How much will I be paid?
Our hourly rates vary by location. Please refer to the job posting for the location that you are interested for the appropriate hourly rate.
> Is training paid? At what rate?
Yes. The training period is paid at the same rate as the starting wage. The typical training period consists of two to eight weeks fulltime hours in a classroom setting with an additional practical experience to follow. The exact length of the training varies depending on the type of calls that will be handled.
> Does the position come with benefits? When do they start?
Benefits are only available to permanent employees on the start date (first day of training). Please note term, on-call and part-time casual employees are not entitled to participate in our benefits program, but receive a percentage premium on top of their base hourly wage in lieu of benefits.
> How are shifts determined?
We operate a flexible shift schedule, shifts can change and rotate on a regular basis. If a change in shift is required, you will be provided with a minimum of three days’ notice. You are required to possess a great deal of flexibility and must be available to work the required hours. Based on business needs, there may also be a requirement to work during statutory holidays.
In Niagara and Fredericton, shifts are scheduled from month to month based on skill set and business needs. We primarily hire for full-time hours and shifts are selected using an individual shift bid processes.
For part-time casual positions in B.C., schedules are provided two weeks in advance.
> What about weekends and holidays?
Our Fredericton and Niagara centres are open 365 days a year, and some shifts will require you to work on weekends and holidays. Our British Columbia centres are open Monday to Saturday. Sunday and holiday work only occurs in the event of power outages and severe storms.
> Can I work from home?
We are not currently recruiting for at-home positions. New hires are required to work on-site at this time.
> Will I have to work overnight?
No. We do not hire externally for our overnight shifts. Interested employees in Niagara and Fredericton have the opportunity to apply for the overnight shift once they have completed their probationary period. Overnight shifts are not available at our Burnaby and Vernon locations.
> Do you have any entry level part time positions?
Yes, depending on business needs, part time positions can be offered from time to time. We accommodate students’ school schedule when available.
> Is there a dress code?
We want our employees to be comfortable, so we've adopted a business casual dress code at our call centres. What is business casual? Well, it’s something less than a suit, but more than a pair of ripped jeans and a tank top. If you're dressed like you're ready to hit the beach, the gym or even a trendy club, then your clothes are probably too casual. Clean, professional looking clothes (even jeans) are perfectly acceptable in our work environment.
> Is there room for advancement?
We have an internal posting process which allows existing employees to apply for open roles. Most of these roles require that candidates be out of the six month probationary period to be eligible. Many roles are posted as temporary, or development opportunities, which range from 3-12 months, at the end of the opportunity incumbents may be extended in the opportunity, return to their previous role, or may be placed into the new role permanently. These decisions are based on business needs and individual performance.
> Am I eligible for a bonus when I refer someone?
Yes, the referrer will receive a bonus after 45 days of you starting your Permanent role with Accenture.
> How is my performance measured?
Our Customer Service Representatives’ performance is measured though various metrics, some of which include: AHT (average handle time), call quality, compliance, and customer satisfaction.
> How can I get involved in the community at work?
Accenture is passionate about their People! There are many ways to get involved with your peers and the community through the various groups we have developed at our Service Delivery Sites such as the Niagara Women’s Group, LiveWell, the United Way Campaign, the Niagara Christian Interfaith Employee Resource Group, Corporate Funishment, and the Lesbian, Gay, Bisexual & Transgender Network just to name a few!