Job Description

Organization: Accenture Federal Services
Location: Washington, DC OR Remote

 

We are:  

Accenture Federal Services, bringing together commercial innovation with the latest technology to unleash the potential for our federal clients. Every day we bring bold thinking and diverse disciplines to solve problems in new ways. Ready to learn as much as you can? We’ll give you numerous opportunities of formal & informal training sessions to keep your tech smarts sharp. 

The work:

The Contact Center Project Operations Analyst partners with a variety of stakeholders to analyze events and activities within the Contact Center using quantitative and qualitative data to identifying trends, potential enhancements and improvements, and to provide support to contact center leadership.  You will review, analyze, and prepare reports, records, and analysis in collaboration with stakeholders, to support leadership decision making, planning activities, managing the status of work in progress, resolving issues, and identifying opportunities to apply both process and technology innovation to improve the quality of services delivered.

  • Cultivate and maintain a positive, service-oriented culture of continuous improvement that drives service experiences and business efficiencies for customers, clients, and team members.

  • Cultivate and maintain positive, meaningful relationships with client stakeholders, partners, subcontractors, and vendors to achieve a deep understanding of business objectives and apply that understanding to ensure training strategy is clearly aligned with business value.

  • Complete analysis and compile recommendations related to service delivery, achievement of service and business objectives, workforce optimization, process improvement, and root cause analysis on transaction types and system effectiveness.

  • Respond to requests for information and provide reports or analyses of contact center performance and operations as needed.

  • Assist in the analysis and review of service provider performance, cost/financials, and other information and data.

  • Perform analyses and impact reporting of service delivery, service level performance, trend analysis, performance assessment, standards and benchmarking, etc.

  • Assist in assessing impact of events and activities within the contact center and their effect on the project’s ability to achieve performance and customer experience objectives.

  • Identify business trends using data from multiple systems and sources.

  • Review, analyze, and prepare reports, records, and directives, and confers with managers/supervisors to obtain data required for planning activities, such as new commitments, status of work in progress, and problems encountered.

  • Measure, monitor, and assess performance and identify opportunities to improve – including providing team members with coaching, feedback, and direction.

  • Apply project management skills to meet deliverables and timelines.

  • Success with managing multiple projects to achieve project goals, quality standards, and deadlines in a fast-paced environment.

Show more


Qualifications

Here's what you need:

  • Must have 5 years professional work experience with Contact Center Workforce Management

  • Must have a minimum of 3 years experience with operations support preferably as a Team Lead or Supervisor

  • Must be US Citizen

As required by the Colorado Equal Pay Transparency Act, Accenture Federal Services provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $91,900 to $128,599 and information on benefits offered is here: https://www.accenture.com/us-en/careers/local/total-rewards



COVID-19 update:


The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually.


Subject to applicable law, please be aware that Accenture requires all employees to be fully vaccinated as a condition of employment. Accenture will consider requests for accommodation to this vaccination requirement during the recruiting process.


What We Believe


We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.


Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here


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.


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.


For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement.


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


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.


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.

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 600,000 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

Job Alert Emails

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

View All