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 world's largest network of Advanced Technology and Intelligent Operations centers. With 506,000 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.

Job Description:

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

Adapts existing methods and procedures to create possible alternative solutions to moderately complex problems. Understands the strategic direction set by senior management as it relates to team goals.
Uses considerable judgment to determine solution and seeks guidance on complex problems.
Primary upward interaction is with direct supervisor. May interact with peers and/or management levels at a client and/or within Accenture.
Determines methods and procedures on new assignments with guidance.
Decisions often impact the team in which they reside.
Manages small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.
Travel: For now, all Accenture business travel, international and domestic, is currently restricted to client-essential sales/delivery activity only. Please note: The safety and well-being of our people continues to be the top priority, and our decisions around travel are informed by government COVID-19 response directives, recommendations from leading health authorities and guidance from a number of infectious disease experts.

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Qualifications

Basic Qualifications:

Bachelor's Degree
Minimum of 10 years of experience in designing, architecting and delivering in anyone of the following Cloud Contact Center WFM and analytics platforms: such as NICE, Verint, Calabrio, Genesys
Minimum 5 years of experience in analyzing historical call trends by source, handle time, and root cause to identify re-invent the operations with transformational ideas and pro-actively communicate this information to leadership while implementing appropriate action plans
Minimum of 5 years of hands on experience of gathering and evaluating data to develop solutions around Forecasting, Scheduling, Intraday management etc.

Preferred Qualifications:

Experience in defining contact center benchmarks & , quality rubrics, agent scorecard etc. to gather inputs and assess contact center performance
Managed a team of contact center staff, ensuring adherence to schedule, overall performance, produce quality results and track policy compliance
In depth experience in developing work structure and workflow, standardized procedures to improve efficiency and effectiveness of operations, assigns duties and examines work for exactness, neatness, and conformance to policies and procedures.
Project Management, Experience working with global teams

Our Commitment to You:

Your entrepreneurial spirit and vision will be rewarded, and your success will fuel opportunities for career advancement. You'll make a difference for some pretty impressive clients. Accenture serves many of the Fortune Global 100 on high-profile projects. Opportunities to learn daily through training, assignments, and collaborating with experts across the company. Access to leading-edge technology.

Along with a competitive salary, Accenture offers a comprehensive package including generous paid time off, an employee healthcare plan and a competitive 401K program. Learn more about our extensive rewards and benefits: Your Future Rewards & Benefits

As required by theColorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is minimum $200,000 - $205,999 and information on benefits offered is here.

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

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.

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

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.

Locations
MA - Boston,NJ - Florham Park,NY - New York,PA - Philadelphia,PA - Pittsburgh