Cloud Contact Center Management Consultant

Accenture, Ontario - Toronto, Canada

Accenture drives innovation to improve the way the world works and lives.

Basic Qualifications

  • Bachelor’s degree

  • Minimum of 3+ years of experience in designing, architecting and delivering cloud contact center WFM and analytics platform such as NICE, Verint, Calabrio, Genesys

  • Minimum of 3+ 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 3+ 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

  • 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.

About Accenture

Work where you’re inspired to explore your passions, where your talents are nurtured and cultivated. Innovate with leading-edge technologies on some of the coolest projects you can imagine. And get the tools you need to keep learning and growing so you stay continually ahead of the game while making a difference in the world. With approximately 442,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.

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