Delivery Lead Senior Manager

Skill required: Chat - Service Desk Non-Voice Support
Designation: Delivery Lead Senior Manager
Qualifications:Any Graduation
Years of Experience:16 to 25 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. Candidate who is good in email and chat process, who is good in typing is what is preferred here Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat.
What are we looking for? • Proactive and inquisitive candidate required with clear and precise communication, written and oral skills • Market /vertical knowledge of Retail and Sales • Domain knowledge of International Chat/Voice Service with experience in managing Customer experience metrics with upsell/cross sell • Analytical skills required with an eye for detail • Job requires the candidate to be assertive or influence people, probe for responses and empathize with customers • Team Building - Ability to coach, connect and motivate team members • AI Orientation along with functional knowledge of analytical tools would be preferred • Six Sigma and quality tools certification would be desired • Strategic planning to take the business to the next level •Years of Experience:16 to 25 years Vertical Experience – Retail with sales background ( 3 to 5 years ) Span of control – 500+ FTE Night shift with brick and mortar setup ( in office )
Roles and Responsibilities: •• Senior Manager 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. He will also be responsible for closing the fault and complaints within SLA s • In this role you are required to identify and assess complex problems for area(s) of responsibility • The individual should create solutions in situations in which analysis requires in-depth knowledge of organizational objectives • Requires involvement in setting strategic direction to establish near-term goals for area(s) of responsibility • Interaction is with senior management levels at a client and/or within Accenture, involving negotiating or influencing on significant matters • Strong Operational governance in managing performance, people and financials • Individual manages large 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 and night shifts with work at office set up