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 Whether you work directly with clients or manage important internal initiatives and efforts, you'll find amazing opportunities to make a measurable difference The right candidate will be creative and resourceful and will utilize ... Job Description 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 Qualification 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, District of Columbia, Maryland, 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. Role Location Annual Salary Range California $93,400 to $196,500 Colorado $93,400 to $169,800 District of Columbia $99,500 to $180,800 New York $86,500 to $196,500 Maryland $86,500 to $157,200 Washington $99,500 to $180,800 Locations