BPO Service Delivery Operations Manager | Ilocos
JOB DESCRIPTION:
- Plan, deliver and execute project(s) and program(s)
- Ensure execution of delivery work across one or more clients or portfolios, leading service delivery strategy across all locations where the services are provided (e.g., client-site, delivery center)
- Address performance issues across the client(s)/portfolio(s); create the operational approach and implements continuous improvement.
- Implement standard SLA commitments and other financial/operational metrics for client(s)/portfolio(s)
- Support the achievement of contract controllable income (CCI) targets, as well as the achievement of cost-to-serve targets; deliver efficiencies through standard processes and synergies.
- Manage recruiting, staffing, people engagement, pyramid, mix, utilization, cost-to-serve and capacity of service delivery staff to optimize balance between cost and delivery targets.
- Support sales opportunities and ensure the feasibility of the proposed solutions and delivery of the solution by leveraging Accenture’s full capabilities.
JOB QUALIFICATIONS:
- Must have 8-12 years' experience in business process outsourcing (BPO)
- Must have at least 5 years of experience in leadership role
- Proven experience in Voice, Email, and Chat BPO operations
- Experience in TELCO and sales is an advantage
- Strong oral and written communication skills, with the ability to articulate clear ideas and strategies effectively.
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San Nicolas
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