Service Delivery Operations Team Lead

Skill required: Next Generation Customer Operations - Customer Service Technology
Designation: Service Delivery Operations Team Lead
Qualifications:Any Graduation
Years of Experience:7 to 11 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. a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market. The Service Delivery Specialist is responsible for daily supervision of teams engaging with customers, recommending products, and generating additional revenue through new sales, up-selling and cross-selling that enhance the customer experience and drive sales according to the scope of work and service level requirements. It can also be a team that collects and recovers customer receivables and debt. They manage the workload of the team, may make work assignments, and have responsibility for developing team members. This job also operates as a subject matter expert and may be the escalation point for issue resolution and customer escalations. 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. The job manages effective internal/external client relationships within a defined area of responsibility. This job also exercises consistent judgment and discretion with work directly related to management policies and the general operations of the business.
What are we looking for? • Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team • Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately • May perform data entry or other client related tasks in various systems, as required • Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities • May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours • Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor or workforce planner • May perform and/or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and consistency • Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases • Prepare and analyze complex reports/information and formulate conclusions • Ensure that all of the client responsibilities occur in accordance with the statement of work and service level agreement with client(s) • Act as subject matter expert for team members, peers and/or clients as assigned • May act as a point of contact for senior client representatives • Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to supervisor and assist other team leads with resolutions, as needed • Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; execute implementation of improvements • Required to direct work within clear budget guidelines
Roles and Responsibilities: •In this role you are required to do analysis and solving of moderately complex problems • May create new solutions, leveraging and, where needed, adapting existing methods and procedures • The person would require understanding of the strategic direction set by senior management as it relates to team goals • Primary upward interaction is with direct supervisor • May interact with peers and/or management levels at a client and/or within Accenture • Guidance would be provided when determining methods and procedures on new assignments • Decisions made by you will often impact the team in which they reside • Individual would manage small 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