at Accenture in Chicago, Illinois, United States
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 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.
Travel : As required for client support. Location : Primary residency within 90 minutes of an approved Accenture officeBasic 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.
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
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 and with Accenture.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. (https://www.accenture.com/us-en/careers/local/total-rewards)Role Location Annual Salary Range
California $93,400 to $258,500
Colorado $93,400 to $223,300
District of Columbia $99,500 to $237,800
New York $86,500 to $258,500
Maryland $86,500 to $206,800
Washington $99,500 to $237,800
#LI-MP #LI-NAWhat 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 employme
To view full details and how to apply, please login or create a Job Seeker account