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 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.
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Bring your commitment to excellence and passion for problem solving to a friendly, fast-paced, professional environments where you’ll continue to learn and grow your career.
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 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.
Service Delivery Manager
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 global management consulting, technology services and outsourcing companies. We support clients across North America, such as a Social Media Giant, a Silicon Valley Telecom Company, a Concierge Help Desk, along with our longstanding Utilities clients!
> Is this a telemarketing job?
No. Our Customer Care team handles inquiries from existing customers through multiple channels including email, webchat and telephony. These calls/chats/emails may involve explaining billing, merchandise contract inquiries, technical troubleshooting, collections, assisting small to medium sized businesses improve their social marketing strategies, and much more! Our representatives are not involved in "cold calling" or other such types of telemarketing.
> How much will I be paid?
Our hourly rates vary by location. Please refer to the location specific job postings to find the associated hourly rates.
> 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 (full-time 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 their permanent start date. Please note term, on-call and part-time casual employees are not entitled to participate in our benefits program but receive a percentage on top of their base hourly wage in lieu of benefits. Typically, our term contracts are six months in length and there is the potential to convert to a permanent role upon successful completion of the term contract based on performance.
> 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. Typically, our new hires work full-time hours and shifts are selected using an individual shift bid processes.
> What about weekends and holidays?
Our Fredericton and Niagara offices are open 365 days a year, and some shifts will require you to work on weekends and holidays. Our business supports some US clients, and if you are hired to work on behalf of said clients you may be required to work some Canadian holidays.
> 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.
> Do you have any entry level part-time positions?
Yes, depending on business needs, part-time positions can be offered from time to time. Should you be selected for a part-time position there is a requirement to attend the full-time training program. Once training is complete you would then be scheduled for part-time hours. We also accommodate students’ school schedule when available! (above criteria still applies)
> Is there a dress code?
We want our employees to be comfortable, so we've adopted a business casual dress code at our delivery centres.
We expect our employees to come into work dressed in 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 assignment incumbents may be extended in the opportunity, return to their previous role, or may be considered for the role on a permanent basis. These decisions are based on business needs and individual performance.
> Am I eligible for a bonus when I refer someone?
Yes, Accenture has a robust referral program. If you refer someone and they are hired into a permanent role, and if all other referral eligibility criteria are met as per our employee referral policy, you will receive a referral bonus within 45 calendar days of the permanent role start date.
> How is my performance measured?
Delivery centre agent 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 Delivery Centres 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!