Command Center Lead
Achieve client requirements and service levels by accurately forecasting, planning and scheduling
work volumes and or staff to ensure optimal performance. Provide ongoing and
frequent interaction with management operations, staff, and clients, as required, to achieve
optimum results. Ensure accurate reporting across all SLA s and KM s.
Talent Segment Workforce Services
Your role includes some or all of the following key responsibilities. You should review these in
conjunction with career level guidelines to gain a clear understanding of the expectations for your
Keep current on client and Accenture business changes to ensure program and work area
Serve as a Workforce and Reporting Subject Matter Expert, train and mentor new and less experienced team members
Communicate proactively with team members regarding vendor and line of business status or
Accenture Delivery Center operations, making suggestions for corrections to any issues
Develop, document and maintain methods and procedures
Respond to client requests in an accurate and timely manner
Manage client Accenture outage and bridge calls with client Accenture Delivery Operations
Leads and vendor Accenture technology teams
Maintain a detailed record of activities, actions and impacts
Prepare internal and client reports for daily, weekly, monthly and yearly periods
Identify business process excellence improvement opportunities, contributing to design and
Forecasting and Planning
Analyse current and historical work volumes and patterns, handle time, productivity
trends patterns and all future work and staffing requirements to ensure client SLA s are delivered
Analyse current and future work handling resources, attrition trends, learning curve,
shrinkage, productivity factors, desk availability and shift requirements, to develop staffing plan.
Plan includes optimum skill set mix, replacement and recruiting timing
Career Level Expectations
Below are the expectations for all employees in this role. Please note that additional criteria may
apply in some countries. If your home country appears in the Country Specific Information link at
right, please click the country name to view the applicable expectations for this role.
Degree of difficulty of an assignment or the level of problem solving assessment and resolution
required, as indicated by degree of problem solving, strategic vs. routine focus, and stakeholder
interactions e.g., Executives, Supervisor, etc.
Requires analysis and solving of moderately complex problems. May create new
solutions, leveraging and, where needed, adapting existing methods and procedures.
Requires understanding of the strategic direction set by senior management as it relates
to team goals.
Primary upward interaction is with direct supervisor. May interact with peers and or
management levels at a client and or within Accenture.
Power to influence or complete assignments independently and ability to make decisions, as
indicated by latitude to devise work products or plans, reliance on instruction and decision making
Requires guidance when determining methods and procedures on new assignments
Impact or Decision Impact
Risk or consequences in the event of failure, as indicated by range of expected impact, such as
within a team or across a team or area of responsibility and level of risk
Decisions often impact the team in which they reside
Degree of accountability for assigned tasks, our clients and or the organization, as indicated by size
of work effort and scale of entity and or program
Manages small teams and or work efforts at a client or within Accenture
Leading our people, clients and communities in the New
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and adhering to our Code of Business Ethics.
It all starts with you by be
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as applicable by law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
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