Accenture Flex offers you the flexibility of local fixed duration project based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE s 100 Best Companies to Work For and DiversityInc s Top 50 Companies for Diversity lists.
As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture s clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today s biggest business challenges. You will receive competitive rewards and access to benefits programs and world class learning resources. Accenture Flex employees work in their local metro area onsite at the project significantly reducing and or eliminating the demands to travel.
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Qualifications
Basic Qualifications:
- Minimum 3 years Service Desk management experience.
- Minimum 1 year Client Management Experience.
- Minimum 5 years Service Desk management experience.
- Minimum 2 years Client Management Experience.
- Advanced Service Desk Resolution Management.
- Client Management
- Vendor Management Accenture Point of contact for the clients to manage the following
- Responsible for shift scheduling ensuring adequate coverage based on call volume.
- Ensure the team is sufficiently staffed for all shifts
- Supervise staff responsible for first level technical support, ensuring all incidents are properly documented, tracked and resolution occurs within client Service Level Agreement.
- Ensure notification and escalation of high priority incidents as per process guidelines.
- Monitor daily operations ensuring all interactions are responded with in the SLA time period and all the issues reported are addressed in timely manner.
- Monitor qualitative SLA KPI Performance parameters like CSAT Customer Satisfaction Scores, Quality Score audited by quality team, FCR First call resolution etc and ensure targets are met. Perform root cause analysis to ensure corrective actions are taken to improve performance.
- Ensure productivity and utilization is tracked at individual level.
- Participate in monthly governance meetings with Client vendor management to Review team performance metrics.
- Present monthly budget summary with actuals and forecasts for the contract duration
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.