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Contact Center Manager (Risk Support Center)

Job Location: TX - Austin

Regional Description: Southwest

Job Number: 00601360

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- Job description

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.
 
People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.
 
The Risk Support Manager will have a strong sense of ownership across multiple diverse workstreams to include Reporting, Incubation, Quality, Training, Workforce Management and Platform Support ensuring and enabling noiseless and consistent high quality delivery. The role will manage multiple workstreams supported by regional workstream Leads and is responsible for delivering high caliber projects and services. This is to ensure that the Risk Operation has the necessary applications, tools and support to function at the required high level.
 
Primary Responsibilities:
  • Responsible for managing multiple workstream delivery across the full Risk Operation globally
  • Responsible for defining workstream strategies in execution and development of projects, while managing global initiatives
  • Responsible for leading the workstream Process Leads in the delivery of applications, reports, processes, and tools to assist the Risk Operations team with their day to day delivery
  • Be accountable for projects, mentoring, and provide leadership to the regional process managers. This include career counselling, coaching, performance development and 1:1’s
  • Responsible for reviewing Productivity activity, QA activities, test results, defects, root cause analysis and identifying areas of improvement.
  • Ensure the proper utilization of organizational teams to gain the maximum benefit from workforce management, training, quality management and performance etc.
  • Be an escalation point of contact for all matters related to multiple workstream quality and performance, and a primary point of contact for the client’s Platform and Process team
  • Working closely with Accenture internal teams to identify and implement best practice opportunities
  • Flexibility around working hours and some international travel may be required
  • Communicate and celebrate success and achievements
Basic Qualifications:
  • 7 years team management experience, managing multiple workstreams in a Global capacity.
  • 5 years of experience working in an operations service delivery environment
Preferred Qualifications:
  • Bachelor’s degree
  • Experience in the social media industry
Professional Skills Requirements:
  • The ability to develop creative and breakthrough solutions
  • Strong Project Management skills and the ability to manage multiple parallel projects simultaneously
  • An ability to articulate and clearly communicate complex problems and solutions in a simple, logical and impactful manner
  • Have strong technical skills, both functional and nonfunctional, manual and automation, ideally in a continuous delivery environment.
  • Ability to work on own initiative while coordinating within the team environment
  • Ability to prioritize and effectively manage time in a pressurized work environment
  • Excellent organizational time management abilities
  • Ability to establish and maintain key relationships across both Accenture and the Client’s organization
  • Self-motivating, adaptable and able to inspire and motivate others
  • Prior experience working in an environment of frequent change
  • Practical analytical problem-solving skills through analysis using Excel, SQL, Access queries etc.
 
All of our professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
 
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
All employment decisions shall be made without regard to age, race, creed, color, 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 protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

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