- Works closely with the various demand fulfilment channels (internal DTEs, contractor exchange, Delivery Centers, etc.) to ensure the demands are filled in a timely manner and with the right sourcing strategy

- Oversight of Account on-boarding, orientation, integration

- Facilitate annual performance management activities for account

- Provide performance support and coaching at the worksite

- Work with HR Business Partners to evaluate account needs and propose HR solutions

Employee Services - More into query/case management

- Drives Account wide engagement programs working to understand/sustain/improve employee engagement and maximize retention

- Provide oversight of all major HR processes from a client perspective

- Monitor and evaluate HR trends highlighting implications for the client

- Accountable for the coordination and delivery of human resource activities across the account

- Act as liaison with appropriate GU/OG/GP HR leadership and other HR teams

- Identify People programs to put in place at Account

- Participate in recruitment and performance management of HR team members

- Provide coaching and guidance on career development of team members (training, supervision, evaluation) Sales Support

- Support the selling of large complex deals at an appropriate stage in the sales lifecycle Advisory and Coaching

The design of employee data processes to manage employment data, records and transactions using standard technologies and processes.

- Advise client account leadership regarding HR aspects of key business strategies, issues and decisions and potential problem areas

- Coach and advise account and engagement leads and employees (when necessary) in people matters relevant to the account and business segment at the worksite

- Advise Account leadership in career development activities

- Effectively coach/counsel others

2. People Initiatives & Team building

- Responsible for coordinating all people program efforts, optimizing employee engagement and work experience, across the account

3. Facilitate teamwork and process integration across the team

4. Responsible for engagement of team members

5. Contribute to a positive work environment and promote teamwork

What are we looking for?

- 6 years of experience as a Senior Contact Center Agent/Supervisor Critical Thinking Thorough understanding of the Service Line.

Thorough understanding of Business Process Outsourcing Service Delivery Experience Multi-cultural awareness.

English required Business Case Development Business Operations Management Business Process Design Business Process Implementation Operations Management Problem Solving Process Architecture Quality Management Service Quality Management

Roles and Responsibilities:

- In this role you are required to identify and assess complex problems for area of responsibility

- The person would create solutions in situations in which analysis requires an in-depth evaluation of variable factors

- Requires adherence to strategic direction set by senior management when establishing near-term goals

- Interaction of the individual is with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach

- Some latitude in decision-making in involved

- You will act independently to determine methods and procedures on new assignments

- Decisions individual at this role makes have a major day to day impact on area of responsibility

- The person manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture

- Please note that this role may require you to work in rotational shifts