Expression of Interest: Management Consulting Consultants, Contact Centre experience

Job title: Expression of Interest: Management Consulting Consultants, Contact Centre experience

Company: Accenture


Job description: Join a Global Organization, digital and experience market leaderSupportive career development plans to help build your careerFlexible work arrangementsThe Work:We are seeking expression of interest for Management Consultants, Contact Centre experience. You will be part of a dynamic team, which responds with innovation to a broad range of client challenges relating to customer experience and channel optimization. The multi-faceted nature of the work excitingly presents significant opportunity for growth and ensures that no two days are the same.Responsibilities:Design and implement process and change interventions that integrate strategy, technology, and people to enable process improvements that create value for clientsUnderstand and translate customer needs into implementable business solutions to enable long-term success and business integration. Implement programs/interventions /process changes that prepares the organization for implementation of new business processes.Understand Contact centre technology and can translate business requirements into technology requirementsImplement operating models and new ways of working, to operationalize the strategy across all business models (B2B and B2C) and channels.Work with clients to define and implement customer service, sales, and marketing strategiesHere’s What You Will Need:Proven experience working with Clients undergoing service transformation, to achieve growth, reduce cost or uplift customer experienceUnderstand the different customer engagement channels commonly used in contact centres, such as voice, email, chat, social media, and messaging apps + Omni channel experience.Knowledge of NPS (net promoter score), FCR (first call(voice) or first touch (nonvoice) resolutions), QFD (Quality functional deployment), Quality framework design, Call monitoring framework design and implementationExpertise in process improvement methodologies such as Lean, Six Sigma, Agile delivery to identify inefficiencies, reduce waste, optimize workflows, and streamline existing processes to enhance overall operational efficiency.BENEFITS OF WORKING FOR US:Holistic well-being program18 weeks paid parental leave.Employee Share Purchase PlanStructured career development planLocal and international career opportunities – many of our team members have worked across the globe!Employee recognition programFlexible Work Arrangements – centered around our commitment to supporting the health and wellbeing of our people.We are a WORK180 Endorsed Employer, to see our benefits and policies click#LI_GMAbout Accenture We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.Visit us atEqual Employment Opportunity Statement for Australia:At Accenture, we recognize that our people are multi-dimensional, and we create a work environment where all people feel like they can bring their authentic selves to work, every day.Our unwavering commitment to inclusion and diversity unleashes innovation and creates a culture where everyone feels they have equal opportunity. Our range of progressive policies support flexibility in ‘where’, ‘when’ and ‘how’ our people work to ensure that Accenture is an organisation where you can strive for more, achieve great things and maintain the balance and wellbeing you need.We encourage applications from all people, and we are committed to removing barriers to the recruitment process and employee lifecycle. All employment decisions shall be made without regard to age, disability status, ethnicity, gender, gender identity or expression, religion or sexual orientation and we do not tolerate discrimination. If you require adjustments to the recruitment process or have a preferred communication method, please email and cite the relevant Job Number, or contact us on +61 2 9005 5000.To ensure our workplace is inclusive and diverse we are setting bold goals and taking comprehensive action. To achieve these goals, we collect information that allows us to track the effectiveness of our Inclusion and Diversity programs. Learn how Accenture protects your personal data and know your rights in relation to your personal data. Read more about our

Expected salary:

Location: Australia

Job date: Fri, 28 Mar 2025 05:10:32 GMT

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