1+ months

Federal - Contact Center Program Manager

Arlington, VA 22204

Organization: Accenture Federal

Location: Arlington, VA

Federal Services, a wholly owned subsidiary of Accenture LLP, is a U.S. company
with offices in Arlington, Virginia. Accenture's federal business has served
every cabinet-level department and 30 of the largest federal organizations.
Accenture Federal Services transforms bold ideas into breakthrough outcomes for
clients at defense, intelligence, public safety, civilian and military health

We believe
that great outcomes are everything. Its what drives us to turn bold ideas into
breakthrough solutions. By combining digital technologies with what works
across the worlds leading businesses, we use agile approaches to help clients
solve their toughest problems fastthe first time. So you can deliver what
matters most.

Contact Center Program Manager will be responsible for collaboratively shaping,
executing, and optimizing the full lifecycle of contact center operations from
design and implementation through ongoing delivery, service operations, and
continuous improvement.

responsibilities include, but are not limited to, the following:

+ Oversee and responsible for successful execution of all Contact Center functions against internal performance targets and client service level agreements including Contact Center Operations, Workforce Management (WFM), Content and Knowledge Management (KM), Quality Assurance (QA), Training, Technology (CRM/KM, IVR/ACD, WFM, QM, etc.), Performance Management, Financial Management, Contract Management, Vendor Management, etc.

+ Build and strengthen client relationships as the face of the project to the client, including continuously exploring client needs, client interests and priorities, planned acquisitions, and opportunities to convert insights into action to promote, propose, and deliver innovative service transformation solutions that achieve client vision;

+ Contribute to overall solution and service design, including operating model, service standards, and staffing pyramid, as well as staff vetting and hiring to build a high performing team that successfully delivers outcomes for targeted client priorities.

+ Operate collaboratively with an agile and iterative approach to relentlessly search for and find the next unexploited service improvement opportunity regardless of whether it is in process redesign, technology modernization, service design, etc.

+ This is a hybrid role with responsibilities in operations, technology, and consulting that will focus on designing, building, and delivering modern full-service contact center operations for a Federal Government client.

Basic Qualifications:

+ Bachelors degree (minimum)

+ 10+ years work experience managing large scale contact center operations (+150 agents) experience supporting Federal Government clients

+ Experience managing delivery of professional services in outsourcing (contact center operations), technology (CRM, KM, etc.), workforce management, etc.

+ Experience leading large-scale contact center operations (+150 agents) with proven results and a network of former team members, clients, and partners

+ Proven ability to communicate business objectives and operational outcomes including the ability to learn and promote service outcomes accomplishable with emerging technologies and services such as intelligent IVR, virtual agents/chatbots, and robotic process automation - to successfully solve complex business needs

+ Proven ability to assesses and provides strategic guidance to resolve mission critical problems, create outcome focused policies, and establish procedures that achieve business objectives

+ Proven ability to successfully manage financials and budgeting in a variety of contract types (FFP, T&M, Cost Plus, etc.) to achieve financial targets while meeting demanding service standards for our clients

Preferred Skills & Qualifications:

+ Experience building and executing new contact center serve operations (including net new and transition efforts) with demonstrated success meeting aggressive timelines, delivering against demanding service standards, and exceeding customer experience and satisfaction targets

+ Knowledge of and experience working with Salesforce and/or ServiceNow

+ Knowledge of Federal Customer Service / Contact Center environment

An active security clearance or the ability to obtain one may be required for this role.

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

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).

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.


Posted: 2019-07-01 Expires: 2019-09-11

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Federal - Contact Center Program Manager

Arlington, VA 22204

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