• Manage Operations from process & measurement standpoint

• Maintain regular communications with team on departmental and individual level performance expectations

• Work with client/Account Executive/Onshore team to define process and procedures

• Set and assess representative’s performance expectations and performance, and create individual action plans and provide constructive feedback on performance to individuals on a regular basis

• Conduct briefings and team meetings for team status updates, Process updates, policy and procedures change, etc.

• Ensure performance and attendance issues and addressed promptly and consistently.

• Assist with scheduling and forecasting of staff to maintain optimal service provided

• Develop reward and recognition programs for teams

• Manage escalated customer enquiries / complaints

• Strong analytical and data management skills

• Analyse and propose process improvements consistently

• Strong focus on people

• Share best practices across the process & facilitate process improvements/cost reduction initiatives

• Interact and build a rapport with the respective onshore people and other stake holders to effectively manage process changes / metrics

• Drive Business Excellence

Basic Qualifications:

• Minimum of 2 years of experience in human resource or related field.

• Bilingual in French and English, strong communication skills, written and verbal in both languages

• A Post Secondary education is required

Preferred Qualifications:

• Have supervisory knowledge or significant specialist skills  have client stakeholder experience and are responsible for managing the team's workload distribution, ensuring that all metrics are met, and issues are escalated.

• People management

• Drives issues to resolution and good problem-solving skills

• Good interpersonal skills

• Good administration skills

• Comfortable with responding to requests from all levels of the organization

• Team Player

• Positive Mindset

• Planning & Organisation skills

• Motivation Skills

Pay Transparency Info for Job Postings:

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location,
role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation, based on full-time
employment, for roles that may be hired as set forth below.
The recruiting efforts for this position are intended to fill a brand new position.
The base pay range shown below is intended as a guideline to reflect the majority of offers for this role.
It does not represent a maximum limit — in some cases, actual compensation may exceed the range where appropriate.

Information on benefits is here:

Role Location                                Hourly Salary Range

British Columbia/Ontario                                   $25.41 to $49.45

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.