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Service Delivery Ops Specialist

Quezon Job No. r00145119 Full-time - On-Site
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Job Description

JOB DESCRIPTION

RESPONSIBILITIES:
• Production Supervision and Support
• Coordinates individual and team work assignments
• Monitors work load balancing
• Supports high quality work through a positive environment
• Monitors team members performance with the focus on improvement
• Service Level Agreements and Performance Metrics
• Ensures individual and team service levels are met or exceeded
• Assists in reviewing daily, weekly and monthly service levels and provides recommendations for improvements
• Front line contact for questions or issues surrounding service levels
• Quality
• Participates in providing feedback to the Quality team for improvement suggestions
• Works with auditing resources on individual and team error trends
• Ensures timely feedback is provided to individuals and teams on quality issues, changes or trends
• Performance Management
• Assists in the creation of Performance Improvement Plans (PIPs) for Team Members not meeting expected production or quality targets, monitors program for a defined period
• Provides suggestions to Management on unit performance, including motivation tactics, incentive programs and performance rewards

Qualifications

JOB QUALIFICATIONS

• At least 5 to 7 years of BPO Operations experience (3 years supervisory)

• Bachelor's degree/undergraduate

• Health related account is preferred

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

 

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

 

Accenture is committed to providing veteran employment opportunities to our service men and women.

 

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

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