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Service Delivery Ops Lead Manager

Service Delivery Ops Lead Manager

Accenture

9 - 12 years

10 - 15 Lacs

mumbai

Posted:1 day ago| Platform:

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Skills Required

service delivery chat process operations voice support sla troubleshooting non voice analytical skills customer support

Work Mode

Work from Office

Job Type

Full Time

Job Description

About The Role

Skill required: Next Generation Customer Operations - Service Desk Non-Voice Support

Designation: Service Delivery Ops Lead Manager

Qualifications:Any Graduation

Years of Experience:Experienced

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 here This role is aligned to our Service Desk Non-Voice Support team which is responsible for recording, diagnosing, troubleshooting, resolving, or assigning incidents and service requests based on a defined scope of support. The team manages 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?

Strong analytical skills

Problem-solving skills

Ability to perform under pressure

Ability to manage multiple stakeholders

Written and verbal communication

Roles and Responsibilities:

In this role you are required to identify and assess complex problems for area of responsibility

The person would create solutions in situations in which analysis requires an in-depth evaluation of variable factors

Requires adherence to strategic direction set by senior management when establishing near-term goals

Interaction of the individual is with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach

Some latitude in decision-making in involved

you will act independently to determine methods and procedures on new assignments

Decisions individual at this role makes have a major day to day impact on area of responsibility

The person manages large - medium 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
Qualification Any Graduation

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Service Delivery Ops Lead Manager