ABSUI (Accenture Business Services for Utilities Inc.) 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 Concierge Help Desk, along with our longstanding Utilities clients!

Will I have to conduct cold-calling?

For the majority of the positions that ABSUI hires for, you would not be required to conduct any cold-calling. However, should our projects’ needs change over time this could be a requirement in the future. Select few projects conduct proactive outreach calls.

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. 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?

Our positions have temporarily been shifted to the virtual environment, until our offices re-open.

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 if/when available.

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 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. 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 Interfaith Employee Resource Group, Corporate Funishment, and the Lesbian, Gay, Bisexual & Transgender Network just to name a few!

Intelligent operating model

Name: #MyAccentureStrategy | Employees Around the World
Uploaded: 2019-06-05
Description: Accenture's video shares stories of our amazing and diverse people that make up Accenture Strategy. See more.

Build a data-enabled operating model that continually adapts.

How is your operating model handling disruption?

Disruptive technologies and empowered consumers are accelerating market change. But more than nine in 10 executives report that their companies’ very existence could be jeopardized by operating models that can’t keep pace.

That was before COVID-19 struck. Some industries have been up-ended dramatically by the pandemic and most others are adapting to constant change. So, while many organizations have responded to the crisis with agility, the big challenge is how to maintain this for the long term.

Those companies armed with intelligent operating models that enable them to continuously adapt are more likely to prosper. And it pays off: The long-term EBITDA growth for truly agile organizations is 16% compared with 6% on average for non-agile organizations.

Agile Business Models

The resilient operating model

Building organizational agility and resiliency to respond to continuously changing markets and customer behaviors.

Adapting to a new range of challenges

Accenture can help create data-enabled operating models that continually adapt to your changing business imperatives and improve employee engagement and productivity while meeting the growing need to deliver value. Among today's critical challenges:

Build new business models

Implement multiple new business models while seeing through commitment to existing businesses.

Optimize digital transformation

Design flexible teams, talent and processes that underpin successful adoption of AI, cloud and other technologies.

Reduce complexity and cost

Apply the right balance of automated and human work to improve efficiencies and decision-making.

Integrate M&As

Integrate new entities and create liquid ways to work with more outside partners.

Embed sustainability and responsibility

Re-wire the business to meet its purpose, compete in sustainable markets and embed responsible practices and culture.

Inspire innovation

Create processes that facilitate risk-taking in a culture of autonomy and experimentation.

Build human-centered organizations

Use data and insights to configure your operating model to create world-class customer and employee experiences.

View All

Future Organization

An operating model that works for your people

Strategy

Setting the ambition, aligning it with your purpose, and assessing the capabilities and the path to create new value.

Design

Highly participative methodologies, combined with data and analytics, to design organizational models and strengthen internal design capabilities.

Build

Implementing agile and responsible operating models with our transformation capabilities, and our ecosystem of technology and talent partners.

Operate

Creating and running function and industry-specific processes that underpin intelligent operating models, through our network of delivery centers.

What we think

Talent & Organization

Networked, Scaled and Agile

How to shape organizations that will enable people to make faster and better decisions in a more complex world.

Competitive Agility

Move fast to thrive: Intelligent operating model

Three quarters of businesses report increased disruption from shifting customer demands and new market entrants.

COVID-19

COVID-19: Busting the myths of agile transformation

Now is the time to reimagine operating models and create a new competitive reality that propels companies ahead of their competitors.

COVID-19

Building the intelligent enterprise to create agility and resiliency

Operating Model

AI: Built to scale

VIEW MORE ARTICLES

Accenture's intelligent organization accelerator

Solving for complexity with one powerful solution.

Operating model blogs

View more posts

Why agile teaming is not enough to win

To make the leap to enterprise agility, companies need to tackle legacy technology. Kent McMillan recommends how to address this elephant in the room.

Decision-making at the edges

Accenture’s Katherine Mohrig explains how slow decision-making is a barrier to democratization.

Bottling agility: Transformation through ecosystems

Accenture's Paul Jeruchimowitz blog examines how ecosystems can transform your operating model into a growth engine.

View more posts

Case studies

Operating Model

A vision for growth

Sakthi’s new go-to-market approach increased incoming business year-over-year by 60 percent and sales productivity by 70 percent.

Operating Model

Industrial IoT transformation builds new revenue streams

An IIoT platform helped Biesse Group gather real-time data to improve customer service and loyalty.

Mergers & Acquisitions

Carve out for competitive agility

To focus on high-growth market segments in the semiconductor sector, NXP needed to divest a leg of business.

Workforce

Building the future workforce

Avis faced disruption with an end-to-end workplace solution to increase HR agility.

View All

VIEW MORE CASE STUDIES

Meet our leaders

Join us

Use your vision and skill to tackle the world’s biggest business challenges. Build a career by helping global clients reimagine the ever-changing business landscape.

Grow your career

#MyAccentureStrategy | Employees Around the World

Accenture's video shares stories of our amazing and diverse people that make up Accenture Strategy. See more.

View Transcript

Frequently asked questions

What is an Intelligent Operating Model?

An Intelligent Operating Model is data-driven and capable of continual evolution. It provides organizations with the agility and resilience to swiftly adapt their capabilities and resources to meet changing strategic priorities, withstand market disruption and capture new opportunities. An intelligent operating model is digital at its core, underpinned by technology and guided by purpose.

Why are Intelligent Operating Models important?

The pandemic accelerated the pace of disruption and has fundamentally altered customer behaviors and re-shaped markets. Organizational agility and resiliency are increasingly critical to helping companies deal with these changes. The majority of executives now feel they need to completely re-think their operating models, while over 90% fear their companies’ very existence is jeopardized by operating models that can’t keep pace.

What characteristics do they have?

Accenture has identified five characteristics essential to gaining organizational agility. Human: Design around the needs of employees, consumers, and stakeholders, with a focus on continuous learning for your people. Liquid: Build structures that seamlessly access people, processes, systems, and assets from across the ecosystem. Enhanced: Provide the practices and skills to ensure humans and machines enhance one another. Living: Implement new, more flexible ways of structuring and organizing work to adapt to the market through, nimble, self-organized teams. Modular: Create independent, discrete businesses or capabilities that can be “plugged and played,” supporting multiple operating models that respond faster to your customers.

How do operating model transformations begin?

There is no one-size-fits all answer. Leaders need to find the model that serves their strategy and organizational context. By effective use of data insights and transforming work practices, processes and systems, organizations can gain agility and resilience, be more responsive to customers and better positioned to achieve sustainable growth into the future.

Subscription Center

Stay in the know with our newsletter Stay in the know with our newsletter

Intelligent operating model

How is your operating model handling disruption?

The resilient operating model

Adapting to a new range of challenges

Build new business models

Optimize digital transformation

Reduce complexity and cost

Integrate M&As

Embed sustainability and responsibility

Inspire innovation

Build human-centered organizations

Capabilities

Strategy

Design

Build

Operate

What we think

Networked, Scaled and Agile

Move fast to thrive: Intelligent operating model

COVID-19: Busting the myths of agile transformation

Building the intelligent enterprise to create agility and resiliency

Bottling agility: Transformation through ecosystems

The big value shift

Fast-track to future-ready

AI: Built to scale

Operating model blogs

Why agile teaming is not enough to win

Decision-making at the edges

Bottling agility: Transformation through ecosystems

Case studies

A vision for growth

Industrial IoT transformation builds new revenue streams

Carve out for competitive agility

Building the future workforce

Meet our leaders

Paul Jeruchimowitz

Kent McMillan

Join us

#MyAccentureStrategy | Employees Around the World

Frequently asked questions