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Service Delivery Ops Associate Manager

Service Delivery Ops Associate Manager

Accenture

10 - 14 years

3 - 7 Lacs

mumbai

Posted:1 day ago| Platform:

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Skills Required

service operations customer service service desk service delivery service delivery management project management operations management team management problem management service level management change management incident management itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Skill required: Voice - Service Desk Voice Support

Designation: Service Delivery Ops Associate Manager

Qualifications:Any Graduation

Years of Experience:10 to 14 years

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.Looking for a candidate who is good in communication and has good knowledge on metrics of Customer SupportThe role is aligned to our Service Desk Voice Support team which is responsible for performing day to day operations while maintaining SLAs & solving queries related to disputes while coordinating with customers. The team reviews service requests based on the predefined scope of support, records, diagnoses, and troubleshoots customer raised incidents. They also manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.

What are we looking for?

Written and verbal communication

Thought leadership

Strong analytical skills

Ability to work well in a team

Adaptable and flexible
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

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Service Delivery Ops Associate Manager