Service Delivery Ops Associate Manager

Skill required:

Designation:

Qualifications:

Years of Experience:

About Accenture

What would you do?

What are we looking for?

• Proactive and inquisitive candidate required with clear and precise communication, written and oral skills
• Market /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 detail
• Job requires the candidate to be assertive or influence people, probe for responses and empathize with customers
• Team Building - Ability to coach, connect and motivate team members
• Years of Experience: 9 to 12 years Vertical Experience – Retail with sales background ( 1 to 2 years ) Span of control – 150 FTE Night shift with brick and mortar setup ( in office ) Roles and Responsibilities:
• Manage project & client SLAs/KPIs
• Manage a team of 150 FTE and set of Senior Team Leads /Team Leads
• Drive employee morale, performance and productivity
• Manage shrinkages and attrition as per the capacity plan
• Weekly and Monthly review of performance trends for the span and initiate action plans
• Mentor and groom direct reportees on goal setting, RCA and coaching methodology
• Be part of client strategic discussions to plan for way ahead for the business
• Drive 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