Delivery Operations Team Lead

Skill required: Fulfill - Order Management
Designation: Delivery Operations Team Lead
Qualifications:Any Graduation
Years of Experience:7 to 11 years
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?
The Customer Services Supervisor is responsible for leading and developing the Customer Services Team to ensure the highest levels of service are consistently delivered to customers and consumers. This role oversees the order management process, ensures compliance with company policies, and supports the business by maintaining strong relationships with key internal and external stakeholders. The position also plays a key role in identifying process improvements, driving efficiency and supporting the National Account and Trade Marketing teams in achieving overall business objectives.Client is constantly evolving, there is potential to grow with us in the Engagement Centre or to other areas of the company. Reports toEngagement Centre ManagerNumber of Direct Reports 10-20Core RelationshipsInternal – National Account &, Key Account Managers, Trade Marketing Team, Supply Chain / Logistics, Finance / Credit Control, Quality and Technical TeamsExternal - Customers and Consumers, occasionally 3rd parties (eg. Logistics, Warehouse)Geographic Scope UK & IrelandTravel RequiredNo
What are we looking for?
Considering that the position will cover multimedia / multichannel support, like customer service, customer contact and technical support, the following experience and skills are required:Experience Required

Experience in a customer service or contact centre environment with In-depth understanding of customer service operations and order-to-cash processes.

Proficiency in working with SAP and/or Salesforce

C1 English Level

Coaching and mentoring experience

KPIs Management

Project coordination or process improvement skills.
Roles and Responsibilities:

Supervise, coach, and motivate a team of Customer Service Analysts to deliver excellent customer support and operational performance

Oversee the end-to-end order management process for internal and external customers (telephone, email, EDI) to ensure accuracy, efficiency, and compliance with company standards

Monitor workload distribution and team performance to meet service level agreements (SLAs) and key performance indicators (KPIs)

Manage escalated customer queries and complaints promptly, ensuring effective resolution and customer satisfaction

Collaborate with Supply Chain, Logistics, and Finance to ensure smooth order fulfilment, delivery accuracy, and credit/debit resolution

Support the implementation of new systems, tools, and processes to improve operational effectiveness and data accuracy

Report on team performance, order accuracy and service metrics to management, while preparing appropriate content and presentations for stakeholders

Support the National Account Managers and Trade Marketing teams with order forecasting, promotional planning, and customer coordination

Ensure all team members are trained and updated on customer service policies, SAP processes, and compliance requirements

Support with any other new process at the time the client requires it, if it has been officially included in our range of services

Foster a positive, collaborative and customer-focused culture within the team Comply with the assigned schedule to cover the hours of operation
QualificationAny Graduation