Skill required: Omnichannel - Customer Service
Designation: Service Delivery Ops Lead Assoc Director
Qualifications:Any Graduation
Years of Experience:18 to 28 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining 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 world’s 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. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.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. Support Next Gen Customer Operations opportunities and delivery of the solution by leveraging Accenture’s full capabilities. Build client relationships in collaboration with the Client Account Leadership team. Lead the service delivery strategy across one or more client portfolios. Address performance issues and implement continuous improvement plans to achieve project targets and SLA commitments. Manage people engagement, recruiting and staffing to optimize delivery targets. Skill required: Customer Service/Contact center. • Manages internal/external delivery expectations of multiple accounts including operations, onboarding, training, quality, and workforce planning. • Meets or exceeds Service Level Agreement (SLA) and Key Performance Indicator (KPI) metrics. Responsible for team/project outcomes and deliverables on budget, on schedule, and with appropriate quality. • Manages project financials such as cost revenue and CCI. • Partners with Operation Managers, Operation Leads, Recruitment, HR, Capability Development, Quality, and Compliance Depts. in making decisions which impact day-to-day operations and may impact the direction of other departments. • Oversees execution of client contract(s) and initiates the applicable change request process for any new or modified provision to the original Master Services Agreement or addendums. • Develops and manages key internal/external client relationships across sphere of influence and develops relationships where they did not previously exist. Demonstrates thorough understanding of client relationships/business practices. • Evaluates, responds to, and tracks/trends client feedback in areas of responsibility to promote client satisfaction. • Maintains business and industry knowledge to guide customers in strategic delivery decisions. • Identifies and pursues innovation opportunities for improving client and Accenture performance and outcomes. • Contributes subject matter expertise in areas of functional or business specialization across operational framework/range of projects. • Demonstrates business and industry acumen to initiate and/or develop client relationships.
What are we looking for? •Customer Service Management •Customer service - Outbound •Customer service - Inbound •Adaptable and flexible •Thought leadership •Negotiation skills •Strong analytical skills •Ability to work well in a team Telco
Roles and Responsibilities: •This role requires proactive identification, definition and solving of complex problems that have impact on the direction of the business or work effort, where analysis of situations requires an in-depth knowledge of Accenture • It requires development and execution of strategy to achieve key business objectives in area of responsibility • Interaction is with senior management levels at a client and/or within Accenture, involving negotiation or influencing on critical matters • Individual should have wide latitude in decision making and determination of objectives and approaches to critical assignments • Decisions have a major and lasting impact on areas outside of own responsibility • Individual manages large complex 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