Job Information
Accenture ICS Call Center Manager in Seattle, Washington
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 743,000 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 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 Accenture Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients succeed 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 .
Bring your ideas and communications expertise to Accenture and you may find that your career catapults to places you never imagined. Whether you work directly with clients or manage important internal initiatives and efforts, you’ll find amazing opportunities to make a measurable difference.
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 with Work Force Management (WFM) tools and a solid understanding of call center operations, customer service and project management. Key Responsibilities:
Would be responsible for managing the call center , back office & customer interaction center teams to meet productivity, quality, and client expectations.
Leading multi-level teams to optimize performance.
Measure and manage individual and team performance.
Optimize performance in a contact center and back-office environment around cost, growth and innovation.
Coaching management on key performance and handling any variances Integrating innovation to continuously build superior customer service.
Engage with Client to align on program objectives, business drivers, and desired outcomes.
Translate the Client’s business objectives, priorities, and challenges routinely with Service Delivery to keep alignment and progress solution.
Responsible for workstream budgets and managing cost within company targets.
Driving corporate initiatives, delivery of metrics and optimal performance of the group through continuous interaction with stakeholders with the intent of achieving contractual objectives and corporate goals.
Onboarding new accounts in WFM Shared Services.
Identifying and deviation from standard operational delivery (SOD).
Participating in the action and strategic planning process that establishes annual objectives and goals for an organization.
Delivering on all contracts Service Level Agreements (SLA).
Job Requirements:
Standard Work Hours: Monday - Friday 8:00am – 5:00pm ET but flexibility in schedule is needed as there may be non-standard hours needed based on client's schedule
Basic Qualifications:
Minimum of 5 years of contact center management experience
Minimum of 5 years in a people management role
Preferred Qualifications :
Large company experience, e.g. Fortune 500 experience
Experience in health and human ervices operations
Bachelors Degree
Experience with one or more Workforce Tools e.g. IEX, EWFM, Blue Pumpkin, Genesys and WFM concepts
Experience of managing Workforce of 100 personnel
Professional Skills:
Ability to work independently, multitask, and meet deadlines
Analytical interpretation of data
Proficiency in Microsoft Excel
Must be able to work with all levels of the organization in capturing, managing and communicating metrics
Excellent written and verbal communication skills
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 for roles that may be hired in California, Colorado, New York or Washington as set forth below.
We accept applications on an on-going basis and there is no fixed deadline to apply.
Information on benefits is here. (https://www.accenture.com/us-en/careers/local/total-rewards)
Role Location Annual Salary Range
California $93,400 to $196,500
Colorado $93,400 to $169,800
New York $86,500 to $196,500
Washington $99,500 to $180,800
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 (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce)
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 Employment Opportunity and Affirmative Action Policy Statement (https://www.accenture.com/content/dam/accenture/final/accenture-com/document/Annual-Policy-Statement-Regarding-EEO-2023-Applicant.pdf#zoom=50) .
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 (https://www.accenture.com/us-en/about/contact-us) 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.