Job Description

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
 
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.
 
Operations professionals work on projects across a range of business processes, business applications and information technology. They may provide technology services, such as application management, infrastructure management and systems integration, or they may deliver business process outsourcing services, including finance and accounting, procurement and human resources. Depending on the role, Outsourcing professionals may be based at a client’s office or in one of Accenture’s 50 delivery centers around the world.
 
This role utilizes deep call center expertise to deliver business value on a repeatable basis to clients, develops strategic business insights, and drives decision-making to uncover opportunities to improve processes. This role will utilize a broad set of analytical tools and management techniques to improve client business functions.  The right candidate will be creative and resourceful and will utilize traditional and out of the box solutions to achieve superior business outcomes by leveraging transformation methodologies and assets. The candidate should have deep experience and a solid understanding of call center operations, customer service and project management.
 
Key Responsibilities
  • Set-up and manage a call center focused on Intelligent Citizen Care
  • Drive and manage analytical efforts in areas specific to business function and industry focus
  • Provide next generation recommendations for process improvements to drive efficiency and cost savings
  • Develop and articulate proof of concept for clients including strategy, scope, staffing, engagement setup and execution
  • Work on operations transformation project-based solutions
  • End to end delivery of specific work streams covering problem structuring and solving, communication of solutions, client engagement and stakeholder management
  • Manage day to day operations with supervisory authority over multiple associates. This includes allocating work, setting associate daily goals, and monitoring production
  • Responsible for the quality of production work from team and individual associates
  • Coach, mentor, and develop direct reports
  • Motivate and lead associates by example, effectively communicating individual, team and company objectives to optimize knowledge transfer and maintain corporate informational transparency wherever possible
  • Identify, implement, and oversee process improvements across department in conjunction with the Project Management Office, Business Analysts and clients
  • Demonstrate the highest levels of integrity, character, and professionalism in every associate, customer, and client interaction as a representative of Accenture
  • Assist with onboarding team members as required

Role Requirements:

  • Role is 100% virtual
  • Must be willing to work a shift between 8AM and 8PM local time
  • Must be willing to work one weekend day; either Saturday or Sunday and will be off one weekday every week


Qualifications

Basic Qualifications:
  • Minimum 3 years’ call center management experience
Preferred Qualifications:
  • Bachelor’s degree
  • Experience managing tams of 100+ agents
  • Strong Knowledge of Workforce Management (WFM) and WFM Tools (e.g. IEX/NICE, Blue Pumpkin, Genesys)
  • Strong knowledge of telephony systems (AWS Connect, ZenDesk, Cisco, etc.)
  • Strong knowledge of CRM tools (Salesforce, ServiceNow, MSNow, etc.)
  • Business Process Outsourcing experience
  • Lean Six Sigma experience
  • Operational Excellence experience
  • Cross industry and functional operations experience
  • Strong PPT and Excel pivot tables, statistical analysis with Excel functions, data mining and process mapping
  • Demonstrated teamwork and collaboration in a professional setting
  • Understanding of transformation, training and operational excellence methodologies 
  • Data Analytics & Interpretation
  • Analysis and solving of moderate to complex problems
  • Provide next generation recommendations for process improvements to drive efficiency and cost savings
Professional Skill Requirements:
  • Proven ability to build, manage and foster a team-oriented environment
  • Proven ability to work creatively and analytically in a problem-solving environment
  • Excellent communication (written and oral) and interpersonal skills
  • Ability to work independently, prioritize and meet deadlines
  • Ability to manage diverse teams to maximize performance and accomplish business outcomes
  • Delegate work activities and maintain team motivation and engagement
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. 
 
Equal Employment Opportunity Statement
 
Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. Our rich diversity makes us more innovative, more competitive and more creative, which helps us better serve our clients and our communities.
 
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.
 
Accenture is committed to providing veteran employment opportunities to our service men and women.
 
 
Requesting An Accommodation
 
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
 
If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.
 
Other Employment Statements
 
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
 
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
 
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
 
APPLY NOW
To apply from a mobile device, your CV must be in the cloud. Not Ready? Send this job to an email address To apply from a tablet device, your CV must be in the cloud. Not Ready? Send this job to an email address

Life at Accenture

Work where you're inspired to explore your passions and where your talents are nurtured and cultivated. Innovate with leading-edge technologies on some of the coolest projects you can imagine.

image

Training and Development

Take time away to learn and learn all the time in our regional learning hubs, connected classrooms, online courses and learning boards.

image

Work Environment

Be your best every day in a work environment that helps drive innovation in everything you do.

Rewards & Benefits

With Accenture's Total Rewards, you are empowered to be your best—for the business, for your family, and for yourself.

View All

Learn more about Accenture

Our more than 500,000 people in more than 120 countries, combine unmatched experience and specialized skills across more than 40 industries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.

View All

Stay connected

Join our Team

Join Our Team

Search open positions that match your skills and interest. We look for passionate, curious, creative and solution-driven team players.

Keep up to date

Keep Up to Date

Stay ahead with careers tips, insider perspectives, and industry-leading insights you can put to use today–all from the people who work here.

Stay Connected

Stay Connected

Receive job alerts, latest news and insider tips tailored to your preferences. See what exciting and rewarding opportunities await.

View All