Service Delivery Ops Associate Manager

About The Role

Skill required: Chat - Service Desk Non-Voice Support

Designation: Service Delivery Ops Associate Manager

Qualifications:Any Graduation

Years of Experience:9 to 12 years
About AccentureCombining 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 worlds 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. 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 hereRecording, 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 skillsMarket /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 detailJob requires the candidate to be assertive or influence people, probe for responses and empathize with customersTeam Building - Ability to coach, connect and motivate team members
Years of Experience:9 to 12 yearsVertical Experience Retail with sales background ( 1 to 2 years )Span of control 150 FTENight shift with brick and mortar setup ( in office ) Roles and Responsibilities: Manage project & client SLAs/KPIsManage a team of 150 FTE and set of Senior Team Leads /Team LeadsDrive employee morale, performance and productivity Manage shrinkages and attrition as per the capacity planWeekly and Monthly review of performance trends for the span and initiate action plansMentor and groom direct reportees on goal setting, RCA and coaching methodologyBe part of client strategic discussions to plan for way ahead for the businessDrive Value Add and cost initiatives Associate Ops 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
Qualification
Any Graduation