11 days old

Workforce Management Operations Business Advisor

Dallas, TX 75219

Preferred Locations: Denver, Seattle, Phoenix, & San Francisco

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.
This role utilizes deep business operations domain expertise to deliver business value on a repeatable basis to clients. Develop strategic business insights, drives decision-making to uncover opportunities to improve processes. Utilize a broad set of analytical tools or 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 Command Center operations, Customer Service and Project Management.

Key Responsibilities:
Set-up and manage a command center focused on customer service
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

*Must be able and willing to travel up to 100%

Basic Qualifications:
Bachelor's degree
Minimum of 5 years' experience in 2 or more of the following: Workforce Management, Quality Assurance, and/or Process Improvement
Preferred Qualifications:
Customer service experience especially in a Command Center
Strong Knowledge of Workforce Management (WFM) and WFM Tools (e.g. IEX, EWFM, Blue Pumpkin, Genesys)
Business Process Outsourcing or Captive Shared Services experience
Lean Six Sigma experience
Business & Operational Excellence experience
Cross industry and functional operations experience
Strong experience with Power Point
Strong experience with 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
Metrics & Reporting
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 (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Accenture is 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: 2020-10-16 Expires: 2020-11-15

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Workforce Management Operations Business Advisor

Dallas, TX 75219

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