13 days old

Contact Center Transformation Senior Manager



Contact Center Transormation Senior Manager



We are seeking a Contact Center Transformation Senior Manager to join our Customer Service and Sales team. In this role, you will be part of our leadership team driving growth for Customer Service and Sales in North America and expected to work seamlessly within Accenture and with our clients to shape and implement a Customer Experience solution that addresses our clients business needs.



Candidates should have an understanding of Call Centers, Contact Centers or Delivery Centers as well as marketing, sales, and services processes. Candidates should understand key operational metrics and performance indicators used to manage a Customer Relationship Support environment. Candidates should possess knowledge of the relationship between a Customer Support environment and other Business units such as Sales, or Back-Office. Candidates should have knowledge of one or more key technology enablers used within a Customer Support environment



A professional at this position level within Accenture has the following responsibilities:





+ Provides solutions to complex business problems for area(s) of responsibility where analysis of situations requires an in depth knowledge of organizational objectives and demonstrates to work creatively and analytically (strong diagnostic skills).



+ Involved in setting strategic direction, expectations with clients and supervisors to establish near term goals for area of responsibility



+ Possesses strong executive presence and credibility at a client and/or within Accenture, which involves negotiating or influencing on significant matters



+ Has latitude in decision-making and determining objectives and approaches to critical assignments and is comfortable with fast paced projects and high-pressure settings



+ Strong analytics and ability to craft value propositions and business cases



+ Has the flexibility to be capable of working independently as well as managing large teams and/or work efforts at a client or within Accenture.



+ Ability to enter new client environments and produce results through the use of practical skills that are easily transported between different industries.



+ Minimum of 9 years of prior experience defining, planning or leading transformational initiatives in a consulting or professional services firm(s) or as part of corporate strategy or transformational initiatives



+ Functional experience with Contact Center operations and transformations



+ Demonstrated leadership in professional setting



+ Bachelors Degree (Business, MIS or related), MBA preferred



+ Ability to travel 80% to 100%



+ Proficient in Microsoft Office tools (PowerPoint, Excel, Word)







Qualifications - External





+ Contact Center strategy and operating model design and roadmap formation



+ Direct distribution models (digital and contact center) strategy and transformation



+ Well versed in Contact Center Technologies



+ Experience in Service and Sales preferably within AI space



+ Distribution model design, and strategic roadmap formation



+ Experience in Value Casing and Business casing for different transformations





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



+ Desire to work in an information systems environment



+ Excellent communication (written and oral) and interpersonal skills



+ Excellent leadership and management skills



+ Proven ability to manage large transformation programs management



+ Excellent project management skills





Our Commitment to Inclusion & Diversity



At Accenture, inclusion and diversity are fundamental to our culture and embedded in our core values. We are committed to creating a workforce where our people can feel comfortable, be themselves and contribute. Like Canada itself, Accenture employees represent a tremendous variety of cultures, ethnicities, beliefs, backgrounds and languages. We offer an inclusive environment regardless of personal characteristics such as ethnicity, religion, gender, sexual orientation, gender identity or expression, age or disability.



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



It is currently our objective to assign our people to work near where they live. However, given the nature of our business and our need to serve clients, our employees must be available to travel when needed.



Job candidates are not required to disclose any offence for which a pardon has been granted.



About Accenture



Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. With 513,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at www.accenture.com .


Posted: 2021-04-23 Expires: 2021-05-23

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Contact Center Transformation Senior Manager

Accenture

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