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BPO Service Delivery Operations Manager | Ilocos

San Nicolas Job No. r00249013 Full-time
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Job Description

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.

Qualifications

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.

#LI-PH

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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