Performance Lead

Description Title: Performance Lead Location:  Dallas, TX People within the Business Process Outsourcing (BPO) organization are responsible for the day-to-day provision of long-term outsourcing services to one or several clients.  Typically, people in BPO are based permanently at a client location.  BPO helps clients develop and deliver business process innovations with cutting-edge outsourcing services.  These services transform enterprises and deliver high performance at lower costs.  We offer a full array of business process outsourcing services founded on operational excellence and cost effectiveness. Our BPO resources can expect to: â€¢ Incorporate skills which support the Accenture Customer Contact BPO Services  • Receive ongoing training to build and extend professional, technical and management skills in all areas• Enjoy our comprehensive and generous benefits package   This job is responsible for managing the overall performance of several Global Command Center teams; directing and monitoring Agent Performance, Project and Process, Transformation, Reporting, and Business Analytics activities across multiple clients and geographies. This job also interacts with client personnel, Accenture Executive Team, and internal functional groups (e.g. Vendor Performance Management) to identify and implement quality initiatives. Key Responsibilities may include: â€¢ Drive standard core operations functions in a 1-to-many model• Ensure employee morale and retention• Overall accountability for operations delivery and support of the call center infrastructure tools and technologies • Drive effective agent scorecard, coaching program, and rewards and recognition programs• Impact positive change in Customer Satisfaction Surveys and FCR scores• Drive Continuous Process Improvement opportunities across the unit as a whole• Manage overall execution of design, build, test and deployment support phases for all initiatives• Successful delivery of program capabilities defined by Solution Architecture• Set overall direction for the Project Managers (PMs)• Understand and meet the expectations of program sponsors; ensure sponsors receive the right information at the right time regarding program performance• Provide high level oversight to ensure agent language certification and process proficiency• Maintain operational excellence across all processes  • Customer satisfaction and complaints process and analysis• Overall accountability for reporting (standard and ad-hoc)• Other duties as defined, directed, or required to meet the Client and/or Business Requirements  Job Requirements:   â€¢ Ability to travel domestically and internationally up to 25% Qualifications Basic Qualifications:  â€¢ Bachelor's degree• Minimum of 10 yrs experience in performance transformation• Minimum of 10 yrs experience in high call  center operations• Minimum of 10 yrs experience in large scale, multiple vendor management  Professional Skill Requirements:  â€¢ Ability to operate with little oversight from leadership• Ability to work effectively in a team environment• Ability to make decisions real-time to meet business needs while staying within the confines of the Accenture/client agreement• Demonstrated strong leadership skills, particularly with highly diverse teams• Creative and enthusiastic approach to collaborative development of client/vendor relationships and opportunities.• Demonstrated senior executive presence, possessing an interest and passion toward engaging the imagination of senior level executives in grasping• Enabling the fundamentals of business transformation through outsourced customer interaction solutions• Demonstrated strong structured problem solving abilities and intellectual aggressiveness• Ability to travel both in and out of country of origin as needed To submit resumes online Click Here    Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa. Accenture is an Equal Opportunity Employer. Job Information Company: Accenture Location: Dallas, TX 75201 Status: Full Time, Employee Job Category: Customer Support/Client Care Relevant Work Experience: Bachelor's Degree Contact Information Company: Accenture Reference Code: 00061350