Skill required: Customer Operations - Voice - Service Desk Voice Support
Designation: Service Delivery Ops Specialist
Qualifications:Any Graduation
Years of Experience:7 to 11 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? Will be responsible for the delivery of Support Desk function for the client. Should have sound knowledge about the function of NGCO Helpdesk and will be accountable for the client satisfaction and employees under his process. Operations Management- Participate in the establishment and development of the operation, leveraging previous Operations experience in order to provide a differentiated service. Ensure delivery of commercial aspects of the outsourcing agreement, as well as standards of service (relating to quality, effectiveness, productivity, efficiency etc.) to agreed SLA’s on a daily basis. Implement process improvements, initiate and design business process excellence improvements and drive Automation and AI opportunities. Demonstrate, and seeks to deepen, awareness of business / industry issues and drivers Procedural and Organization Design . Design and implement the procedures and principles for how the team will operate on a daily basis. Implement the necessary reporting and governance arrangements to ensure effective management controls are established to oversee the operation. Work with the Accenture Business Lead / Mobilization team to define the detailed procedures and approach for migrating and transitioning helpdesk operations from the client’s business units to India DCs. Identification and implementation of procedural and policy improvements on an ongoing basis in order to deliver differentiated levels of service. Team Management - Lead and manage the operations team Accountable for contribution of team in terms of delivery to deadlines /quality standards Allocate resources and responsibilities within team to deliver business results. Evaluate direct reports and may review the evaluations / development plans of others Responsible for staff development Staff planning to meet service requirements and involvement in recruitment process as necessary Ensures team members acquire necessary skills and performance attributes, in line with business and personal development needs Deal with any daily staffing issues Client Service . Client Management- Accountable for ongoing management of effective client service relationship within own area of responsibility, by acting as focal point of contact with senior client representatives. This includes Accenture internal stakeholders. Attending customer supplier meetings with client executives & senior managers reporting on delivery against SLA’s and ongoing operational matters Provide performance reports to Accenture / Client.
What are we looking for? •Customer Service •Customer Service Management •Adaptable and flexible •Problem-solving skills •Agility for quick learning •Written and verbal communication
Roles and Responsibilities: •In this role you are required to do analysis and solving of moderately complex problems • May create new solutions, leveraging and, where needed, adapting existing methods and procedures • The person would require understanding of the strategic direction set by senior management as it relates to team goals • Primary upward interaction is with direct supervisor • May interact with peers and/or management levels at a client and/or within Accenture • Guidance would be provided when determining methods and procedures on new assignments • Decisions made by you will often impact the team in which they reside • Individual would manage small 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