Job
Description
Skill required: Next Generation Customer Operations - Customer Service Technology Designation: Delivery Lead Manager Qualifications: Any Graduation Years of Experience: 13 to 18 years About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 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 What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. Support Next Gen Customer Operations opportunities and delivery of the solution by leveraging Accenture’s full capabilities. Assign all work assignments, commit the team to the work, manage the quality of the work and drive the people management activities within the team. The Service Delivery Ops Manager plays a vital role in creating long term customer relationships, acting as the bridge between the client, internal and external stakeholders and our operational delivery teams. a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market. Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance. What are we looking for? Adaptable and flexible Ability to perform under pressure Ability to establish strong client relationship Strong analytical skills Ability to manage multiple stakeholders Plan, deliver and execute project(s) and program(s) Ensure execution of delivery work across one or more clients or portfolios, leading service delivery strategy across all locations where the services are provided (e.g. client-site, delivery center) Address performance issues across the client(s)/portfolio(s); create the operational approach and implements continuous improvement Implement standard SLA commitments and other financial/operational metrics for client(s)/portfolio(s) Support the achievement of contract controllable income (CCI) targets, as well as the achievement of cost-to-serve targets; deliver efficiencies through standard processes and synergies Reporting Accountable for the following: Delivering weekly and monthly status reports including SLA/KPI results, operations-related issues and risks, performance improvement opportunities and financial performance Reviewing daily reports including productivity and quality reports, capacity plan and actuals, end of shift reports, attendance logs and critical issues/concerns Client Management Develops and manages key internal/external client relationships. Demonstrates thorough understanding of client relationships/business practices. Evaluates, responds to, and tracks/trends client feedback in areas of responsibility to promote client satisfaction. Demonstrates business and industry acumen to initiate and/or develop client relationships. Performance Management Oversees and promotes consistent application of human resource processes including performance management, career development, salary review, and resource allocation within area of responsibility. Manages team mix to the standard pyramid for type of Client Service Team/Service Delivery Team, headcount, macro resource load balance (rolling 3 months), utilization, overtime etc. and escalate issues when required according to established practices. 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 Any Graduation Show more Show less
