11 days old


Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations servicesall powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 537,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com (https://blog.accenture.com/nacandidatemarketing/2021/03/24/updated-accenture-boilerplate-new-of-employees/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.



Key Responsibilities:





+ Would be responsible for Managing the call center team to meet productivity, quality, and client expectations



+ Leading multi-level teams to optimize performance



+ Measure and manage individual and team performance



+ Optimize performance in a contact center and back office environment around cost, growth and innovation Coaching management on key performance and handling any variances Integrating innovation to continuously build superior customer service



+ Driving corporate initiatives, delivery of metrics and optimal performance of the group through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals



+ Onboarding new accounts in WFM Shared Services



+ Identifying and deviation from standard operational delivery SOD



+ Participating in the action and strategic planning process that establishes annual objectives and goals for an organization



+ Delivering on all contracts SLAs



+ Manages internal and external audit with processes and controls



+ Responsible for the development of WFM leads under their supervision



+ Performs Workforce Management support functions for Operations



+ Communication to stakeholders of intraday performance and challenges i.e. providing direction, guidelines, performance update to hit service level goals, reporting phone, tools or network outages making suggestions for corrections to any issues



+ Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement



+ Manage operational forecast variance to plan Report staffing needs and performance issues impacting service levels on a timely manner, and recommend solutions to close gaps



+ Forecasting Capacity Planning Analyze work volume patterns to determine trends



+ Create volume forecast and handle time forecast for interval, daily and weekly



+ Determine appropriate staffing levels needed to meet goals







Basic Qualifications:





+ Minimum of 4 years of Workforce Services Experience in a call center contact center environment to include experience with one or more Workforce Tools e.g. IEX, EWFM, Blue Pumpkin, Genesys and WFM concepts)



+ Minimum of 3 years experience in People Management





Preferred Qualifications





+ Large company experience, e.g. Fortune 500 experience



+ Bachelors Degree





Professional Skills





+ Ability to work independently, multitask and meet deadlines



+ Analytical interpretation of data



+ Proficiency in Microsoft Excel Must be able to work with all levels of the organization in capturing, managing and communicating metrics



+ Excellent written and verbal communication skills





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 (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce)



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. For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement (https://www.accenture.com/\_acnmedia/Careers/PDF-9/Accenture-Annual-Policy-Statement-Regarding-EEO-2018-Applicant.pdf) 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 (https://www.accenture.com/us-en/contact-us) 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.


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Posted: 2021-04-26 Expires: 2021-05-30

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Call Center Manager

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