Cloud Contact Center WFM Management Consulting Manager

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale.

We are a talent- and innovation-led company with approximately 742,000 people serving clients in more than 120 countries.

Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships.

We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability.

We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song.

These capabilities, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships.

We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com.

In Strategy & Consulting we work with C-suite executives, leaders and boards of the world's leading organizations, helping them reinvent every part of their enterprise to drive greater growth, enhance competitiveness, implement operational improvements, reduce cost, deliver sustainable 360 stakeholder value, and set a new performance frontier for themselves and the industry in which they operate.

Our deep industry and functional expertise is supported by proprietary assets and solutions that help organizations transform faster and become more resilient.

Underpinned by technology, data, analytics, AI, change management, talent and sustainability capabilities, our Strategy & Consulting services help architect and accelerate all aspects of an organization's total enterprise reinvention.

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.

Basic Qualifications

• Bachelor's degree
• Minimum of 8 years of experience in designing, architecting and delivering cloud contact center WFM and analytics platform such as NICE, Verint, Calabrio, Genesys
• Minimum of 5 years of experience in defining contact center benchmarks & , quality rubrics, agent scorecard etc. to gather inputs and assess contact center performance
• Minimum of 5 years of experience of gathering and evaluating data to develop solutions around Forecasting, Scheduling, Intraday management etc.
• English is required for this position as this role will be aligned to multi-national teams where English is the common language across our North America Market.

Due to the significant high volume of interactions with these English-speaking multi-national teams, which is inherent to this position, it is not possible to reorganize the company's activities to avoid this requirement.

Preferred Qualifications

• Project Management, Experience working with global teams
• 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
• 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.
• Managed a team of contact center staff, ensuring adherence to schedule, overall performance, produce quality results and track policy compliance

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience.

As required by local law, Accenture provides a reasonable range of compensation, based on full-time employment, for roles that may be hired in British Columbia as set forth below.

Information on benefits is here.

Role Location Annual Salary Range

British Columbia $89,500 to $204,100

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About Accenture :

Accenture is a leading global professional services company that helps the world's leading

businesses, governments and other organizations build their digital core, optimize their

operations, accelerate revenue growth and enhance citizen services-creating tangible value at

speed and scale. We are a talent- and innovation-led company with 742,000 people serving

clients in more than 120 countries. Technology is at the core of change today, and we are one of

the world's leaders in helping drive that change, with strong ecosystem relationships. We

combine our strength in technology and leadership in cloud, data and Al with unmatched

industry experience, functional expertise and global delivery capability. We are uniquely able to

deliver tangible outcomes because of our broad range of services, solutions and assets across

Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities,

together with our culture of shared success and commitment to creating 3600 value, enable us

to help our clients reinvent and build trusted, lasting relationships. We measure our success by

the 3600 value we create for our clients, each other, our shareholders, partners and

communities. Visit us at www.accenture.com.

Our Commitment to Inclusion & Diversity

At Accenture, inclusion and diversity are fundamental to our culture and embedded in our core values. We are committed to creating a workforce where our people can feel comfortable, be themselves and contribute.

Like Canada itself, Accenture employees represent a tremendous variety of cultures, ethnicities, beliefs, backgrounds and languages.

We offer an inclusive environment regardless of personal characteristics such as ethnicity, religion, gender, sexual orientation, gender identity or expression, age or disability.

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 redacted , send us an email or speak with your recruiter.

Other Employment Statements

It is currently our objective to assign our people to work near where they live. However, given the nature of our business and our need to serve clients, our employees must be available to travel when needed.

Job candidates are not required to disclose any offence for which a pardon has been granted.