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Contact Center Functional Senior Manager


This is a Contract position in Montreal, QC posted May 3, 2022.

We are seeking a Contact Center Transformation Manager to join our Customer Service and Sales team. 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.

Candidates should have an understanding of Call Centers, Contact Centers or Delivery Centers as well as marketing, sales, and services processes. Candidates should understand key operational metrics and performance indicators used to manage a Customer Relationship Support environment. Candidates should possess knowledge of the relationship between a Customer Support environment and other Business units such as Sales, or Back-Office. Candidates should have knowledge of one or more key technology enablers used within a Customer Support environment

A professional at this position level within Accenture has the following responsibilities:

·         Provides solutions to complex business problems for area(s) of responsibility where analysis of situations requires an in-depth knowledge of organizational objectives and demonstrates to work creatively and analytically (strong diagnostic skills).

·         Involved in setting strategic direction, expectations with clients and supervisors to establish near term goals for area of responsibility

·         Possesses strong executive presence and credibility at a client and/or within Accenture, which involves negotiating or influencing on significant matters

·         Has latitude in decision-making and determining objectives and approaches to critical assignments and is comfortable with fast paced projects and high-pressure settings

·         Strong analytics and ability to craft value propositions and business cases

·         Has the flexibility to be capable of working independently as well as managing large teams and/or work efforts at a client or within Accenture.

·         Ability to enter new client environments and produce results through the use of practical skills that are easily transported between different industries.