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Contact Center Lead Senior Manager en Accenture Federal Services

Accenture Federal Services · Washington, Estados Unidos De América · Hybrid

AWS

Microsoft Excel

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At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.
 
Join Accenture Federal Services, a technology company and part of global Accenture, to do work that matters in a collaborative and caring community, where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more.
 
Join us to drive positive, lasting change that moves missions and the government forward!
 

You Are:

As a Contact Center Lead, you will be responsible for overseeing the strategic direction and execution of operations, consolidation and transformation within contact centers. This role will involve setting a clear vision and roadmap for customer experience transformation, leading business development efforts to drive measurable outcomes, managing multiple projects related to CCaaS platforms, and implementing workforce management and conversational AI solutions to enhance customer interactions. Additionally, you will be leading cross-functional teams, developing a unified customer data strategy, and driving measurable business value through thought leadership and market insights. This position requires a strong understanding of customer experience technology, leadership skills, and the ability to navigate complex organizational structures.

The Work

In this role, you will have a heavy focus on AI its impacts on the contact center operating model and operations. You will work closely with CALs, their clients, and teams to originate, sell, and deliver contact center work. Additionally, you will be expected to be visible in the industry by attending events, conferences, hosting panels, authoring articles and participating in podcasts. Overall, this position is ideal for candidates with a proven track record of successful contact center delivery and a passion for improving customer engagement.

Candidates for this role would benefit from exposure to customer experience technology, leadership development, project management, and business development. Experiences that would help you be successful in this role include leading transformation initiatives, managing cross-functional teams, implementing AI solutions, and developing customer data strategies. Your ability to drive measurable business outcomes, provide thought leadership, and navigate complex organizational structures will be crucial in this role.

Here's What You Need:

  • 10+ years delivering contact center work with roles
  • Familiarity with contact center functions: quality, workforce mgmt., agent, training, knowledge, intraday
  • Experience responding to RFI/RFQ/RFPs
  • Experience selling and delivering contact center work
  • Experience with leading a program and/or project
  • Experience with one or more of the following:
    • Leadership development
    • Business development
    • Transformation initiatives
    • Developing customer focused strategies and/or solutions
  • Knowledge of contact center technologies – AWS, NICE, Genesys
  • Bachelors Degree or 10+ years of industry experience

Bonus Points If:

  • Advanced Degree
  • 15+ years of industry experience
  • Motivated and proactive, with a desire to understand and address complex areas
  • Curiosity for learning about new technology, industry best practices, and areas of risk, analyzing and turning new insights into concrete action
  • Commitment to delivering tangible outcomes for customers and stakeholders
  • Strong written and verbal communication/interpersonal skills to effectively collaborate with cross-functional teams and stakeholders.
  • Excellent people management and relationship development skills
  • In-depth knowledge of Accenture delivery methodologies and practices

The Extras:

  • US Citizenship Required
  • The ability to obtain and maintain a government security clearance may be required for this role

 

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Washington, Vermont, the District of Columbia, and the city of Cleveland. The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.

 

The pay range for the states of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Washington, Vermont, the District of Columbia, and the city of Cleveland is:
$160,700—$306,500 USD
 
What We Believe
As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included. This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on.
 
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. 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. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Federal Services Equal Opportunity Policy Statement.
 
Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an Affirmative Action Employer for Veterans and Individuals with Disabilities, Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women.
 
Requesting An Accommodation 
Accenture Federal Services 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 Federal Services 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 are being considered for employment opportunities with Accenture Federal Services and need an accommodation for a disability or religious observance during the interview process or for the job you are interviewing for, please speak with your recruiter.
 
Other Employment Statements 
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.
 
Candidates who are currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible for consideration.
 
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
 
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
 
California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.

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