WFM Contact Center Management Consulting Manager

Cloud Contact Center WFM Management Consulting Manager

We are seeking a Cloud Contact Center WFM Management Consulting professional to work with the business process and development teams to design, implement and deploy Contact Center technologies to a wide variety of clients at the enterprise level. Candidates for this role should possess functional knowledge of the Contact Center and integration capabilities. Additionally, the candidate should have the ability to uncover business requirements and be able to create and effectively demonstrate solutions that address customer requirements and align with the business strategy.

In this role, you will be part of our leadership team driving growth for Customer Service and Sales in North America and expected to work seamlessly within Accenture and with our clients to shape and implement a Customer Experience solution that addresses our clients’ business needs.
People in our Client & Market career track drive profitable growth by developing market-relevant insights to increase market share or create new markets. They progress through required promotion into market-facing roles that have a direct impact on sales.

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: For now, all Accenture business travel, international and domestic, is currently restricted to client-essential sales/delivery activity only.

Please note: The safety and well-being of our people continues to be the top priority, and our decisions around travel are informed by government COVID-19 response directives, recommendations from leading health authorities and guidance from a number of infectious disease experts.

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

• Managed a team of contact center staff, ensuring adherence to schedule, overall performance, produce quality results and track policy compliance

• 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.

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 1 (877) 889-9009, 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.
 

About Accenture

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries — powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 513,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at www.accenture.com.