• Join a Global Organization, digital and experience market leader

• Supportive career development plans to help build your career

• Flexible work arrangements

We Are:

Accenture Song is a global and local leader that supports brands to accelerate growth, by creating and delivering experiences that engage and delight customers.  Accenture Song possess a broad range of capabilities to support clients to transform customer experience: from brand positioning to customer research and experience design, through to digital product build, brought to bear with full funnel marketing analytics. 

We are seeking expression of interest for Management Consulting – Senior Consultants / Managers, Contact Centre experience for our Services Pillar. This pillar is a dynamic team, who 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.

The Role:

• Design and implement process and change interventions that integrate strategy, technology, and people to enable process improvements that create value for clients

• Understand 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 requirements

• Implement 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 strategies 

Here’s What You Will Need:

• Proven experience working with Clients undergoing service transformation, to achieve growth, reduce cost or uplift customer experience

• Understand 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 implementation

• Expertise 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.

What We Offer? 

• Great professional development opportunities to build your professional career based on your own aspirations, having support from your own mentor. 

• Extensive education programs and development opportunities to develop your business acumen, technical and professional skills. 

• Volunteering opportunities locally and around the world. 

• Progressive employee benefits to reflect our inclusive and respectful culture. 

We are a WORK180 Endorsed Employer, to see our benefits and policies click here

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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 750,000 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. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, 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 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 [email protected] 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 Privacy Statement.