28 days old

Intelligent Citizen Care Delivery Lead

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 worlds 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 clients office or in one of Accentures 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


Basic Qualifications:
Minimum 3 years call center management experience
Preferred Qualifications:
Bachelors 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.

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

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: 2020-11-02 Expires: 2020-12-02

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Intelligent Citizen Care Delivery Lead

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