Delivery Operations Associate Manager

 About The Role  

Skill required: Customer Operations - Voice - Service Desk Voice Support

Designation: Delivery Operations Associate Manager

Qualifications:Any Graduation

Years of Experience:10 to 14 years
What would you do? Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costsCustomer Operations - Voice - Help desk role - ticket resolutionRecording, 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 voice interactions.Manage high employee engagement objectives and retention effortsStrong deductive reasoning, analytical, and problem solving skills.Excellent communication skills and ability to effectively communicate with various groups in Client team and within the organization.Extensive understanding of NGCO Services and processes.Understanding of entire NGCO products and offering.Demonstrated ability to effectively supervise team membersProven expertise in multiple Support Desk such as HRO and Learning services
What are we looking for? Leading and developing a team of Specialists, Senior Analysts and Analysts, along with a span of 70-75 team members in NGCO Support Desk by embodying Accenture Core Values.Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other initiatives as requiredIdentify system and process improvement opportunities which will directly influence the client experienceWork closely with the support function teams to ensure continuously enhancement in quality of service delivery to the clients via automation and artificial intelligence. Leverage extensive knowledge of one functional/ business area, in a manner that provides business value to own team/project.Manage and contribute in the Gen 4 Innovation and Continuous improvement processes for teams and overall business.Interface with client and client account management teams on status updates recommendations and issue resolution.Serve as a point of contact for escalations on complex problemsParticipate in interview process for new team members as applicableFormally evaluate team members performance and provides appropriate recommendations to People Advisory (HR) team.

Roles and Responsibilities: In this role you are required to do analysis and solving of moderately complex problems Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures The person requires understanding of the strategic direction set by senior management as it relates to team goals Primary upward interaction is with direct supervisor or team leads Generally interacts with peers and/or management levels at a client and/or within Accenture The person should require minimal guidance when determining methods and procedures on new assignments Decisions often impact the team in which they reside and occasionally impact other teams Individual would manage medium-small 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
 Qualification Any Graduation