Ireland Job Openings

Accenture

Customer Contact Centre Transformation Lead

Dublin

FULL TIME

November 5, 2024

About Accenture & Accenture Song
Accenture is a leading professional services company that provides a wide range of services including strategy and consulting, data and analytics, technology and operation services worldwide. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge.

Accenture Song is our customer organization and works with clients across their marketing, sales and services functions. We create growth through relevance for our clients and provide a creative playground of imagination and technology. The Service team is part of Accenture Song and helps clients define, plan and deliver changes that impact end customers and the front-office including:

Moving organisations to a more customer-centric model
Creating compelling customer propositions
Redefining customer journeys and personalising interactions using multi-channel strategies
Utilising the power of customer data to optimise customer engagements
Blending physical and digital engagement models to give customers a seamless service model
Using new technologies and platforms to deliver business and operating models change

About the
You will be part of high-performing teams tasked with defining, designing and implementing initiatives aimed at transforming our client’s centre transformations and customer service functions. You should have demonstrable experience in the following areas;

Planning and directing research to understand the agent or customer and their experience
Identifying transformation opportunities and developing strategies and roadmaps to deliver
Designing new customer and/or agent facing experiences and services
Leading delivery of large-scale contact centre, front-office and digital transformation
Deep understanding of customer journey mapping, persona development and human centric process re-design
Leading / facilitating design workshops
Working with a diverse set of cross-functional stakeholders
Agile delivery and frameworks
Ability to operate at all stages of a project lifecycle, from proposal to delivery
Planning / leading client strategic sessions, pitches and proposals
Experience working with senior / C-level stakeholders
Strong analytical, problem-solving skills
Communication skills and the ability to influence senior stakeholders
Bringing creativity and design thinking to client problems
Industry expertise
Developing, leading and mentoring diverse teams
Experience in management consulting is highly regarded

Your experience:

12+ years of relevant industry experience in contact centre transformation or operations with an understanding of contact centre landscape, platforms, and services
Broad knowledge of a range of contact centre platforms, products, and services, or in-depth knowledge of a specific platform.
Bachelor’s degree or equivalent experience in a related discipline
Industry certification in contact centre platforms desirable
Certification in Project Management desirable
Certification in Agile Methodologies desirable

Does this appeal to you? If so, we wish to hear from you.
At Accenture Ireland, in addition to a competitive base salary, you will also have an extensive benefits package which includes pension, private health insurance, , emergency caring facilities, and 2 days’ leave per year for charitable work of your choice! Flexible working arrangements can be discussed depending on the position.
Please advise if you have any particular requirements, so we can look into arranging reasonable adjustments to the recruitment process. You can contact us at access IErecruitment@accenture.com
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialised skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centres. Our 721,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners, and communities. Visit us at www.accenture.com. #LI-EU

New Job Alerts

Hilton Dublin Charlemont

Director of Sales & Marketing

FULL TIME

November 20, 2024

View Job Description

Rangam Infotech Pvt Ltd

DevOps Cloud Engineer

Limerick

FULL TIME

November 20, 2024

View Job Description

Hays Recruitment

Group Financial Controller

FULL TIME

November 20, 2024

View Job Description

Muiriosa Foundation

Residential Leader Permanent Part-Time Contract Laois Region

FULL TIME & PART TIME

November 20, 2024

View Job Description

Fitzgeralds Accountants Limited

Qualified Practice Accountant / Senior Auditor

Maynooth

FULL TIME & PART TIME

November 20, 2024

View Job Description

Orbis Workshop Limited

Solid Surface Fabricator / Bench Joiner

Bagenalstown

FULL TIME

November 20, 2024

View Job Description

Sculpted By Aimee

Retail Makeup Artist - Boots Liffey Valley - Christmas Seasonal Contract

Customer Assistant (Permanent 25 - 30 Hours) -

Kilrush

August 27, 2024

View Job Description

Zai

Customer Service Agent ( Fixed term )

Dublin

August 14, 2024

View Job Description

BabyDoc Shop

Customer Service Representative - Hybrid/Remote

FULL TIME

August 21, 2024

View Job Description

Persona Identities

Dublin

FULL TIME

November 20, 2024

View Job Description

Retail Makeup Artist - Boots Liffey Valley - Christmas Seasonal Contract

Dublin

PART TIME

November 20, 2024

View Job Description