Job Description

RESPONSIBILITIES Tasks, functions, deliverables, etc.
Serve as the primary client contact for Service Level / other contracted Metrics and take responsibility for issue resolution
Monitor forecasted and actual Service Levels proactively and reactively using levers at disposal
Work with other functions to ensure delivery
Escalation point for all verticals
Red Flag any issues to Accenture management
Serve as lead point of contact for the client and the vendors
•Drive process improvements and planning
•Remain updated on current on client and Accenture business changes to ensure program compliance
•Maintain a detailed record of activities, actions and impacts
•Assess skills of IDO Specialists to determine and designate IDO Team Leads
•Ability to operate autonomously and make decisions real-time that impact the business while staying within the confines of the Accenture/client agreement
•Demonstrated strong leadership skills, particularly with highly diverse teams
•Creative and enthusiastic approach to collaborative development of client relationships and opportunities
•Demonstrated strong structured problem solving abilities and intellectual aggressivenes

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QUALIFICATIONS Degrees, Certifications •Bachelor's degree plus six years' directly related experience •Six years or more experience in 24-by-7 multi-center environment, call center workforce management, service level agreement creation and maintenance and project management

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