Delivery Lead Manager-Voice
Designation: Delivery Lead Manager
Qualifications:Any Graduation
Years of Experience:13 to 18 years
About Accenture
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What would you do? • Lead and manage operations across all supported channels and customer types. • Ensure adherence to contractual SLAs, KPIs, and compliance requirements. • Drive performance reviews, operational huddles, and escalation management. • Establish standardized operating rhythms (daily/weekly/monthly governance cadences) across sites. • Drive business continuity planning (BCP) and disaster recovery preparedness across locations. • Manage Team Leads, SMEs, Trainers, and Quality staff to maintain high performance standards. • Lead workforce planning in collaboration with Operational Performance teams (WFM, QA, KM). • Own end-to-end service delivery accountability includes volume forecasting, capacity planning alignment, and service continuity planning. • Drive leadership development and succession planning for critical roles • Ensure hiring strategy, onboarding effectiveness, and ramp productivity tracking. • Own attrition management strategy and workforce engagement initiatives. • Own coaching frameworks, performance action plans, and morale building initiatives • Serve as the primary operational contact for client leaders. • Run governance meetings, performance presentations, and improvement planning sessions. • Manage client escalations and provide root cause analysis with action plans. • Partner with client stakeholders on strategic roadmap planning and service expansion opportunities. • Ensure alignment with contractual obligations including change requests and SOW adherence. • Ensure process adherence across teams and maintain alignment with GPO and PME structures • Lead automation, digitization, and efficiency opportunities across workflows. • Drive Lean/Six Sigma initiatives with Operational Performance teams. • Monitor performance trends and initiate actions to improve NPS, CSAT, FCR, AHT, and quality. • Own transformation pipeline including RPA, AI enablement, and self-service optimization initiatives. • Track productivity benefits and cost savings from improvement initiatives. • Ensure compliance with data security, privacy, and regulatory requirements. • Own operational reporting, dashboards, variance analysis, and forecasting accuracy. • Conduct audits and ensure readiness for client reviews or external assessments. • Own financial performance including budget adherence, cost optimization, and margin improvement.
What are we looking for? • Strong leadership and stakeholder management capabilities. • Deep knowledge of contact center operations (voice / non voice / omni channel). • Expertise in interpreting performance data and operational analytics. • Ability to drive large scale teams in multi site or global delivery environments. • Strong understanding of WFM, Quality, Training, and Knowledge processes. • Excellent communication and escalation management skills. • Prior exposure to HR domain or HR shared services operations preferred. • Bachelor’s degree or higher preferred. • 8–12 years in Contact Center Operations with at least 5+ years in a HR leadership role • Exposure to transitions, migrations, ramp ups, and global delivery management is preferred.
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
Bengaluru
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