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Service Delivery Operations Manager with English

Job Location: Bucharest

Regional Description: Romania

Job Number: 00697759


- Job description

Job summary:

As an Operations Manager, you will fundamentally be responsible for leading and managing service delivery in accordance with contractual agreements. This is a client facing role working with a large team of customer service professionals .

Not only will you manage all aspects of the team’s strategy, forecasting and delivery of execution excellence, you will also be a driver in the growth, management and development of the project. People management, motivation, engagement and accountability are key functions of this role.

Ideal candidate:

  • 5+ year experience managing large teams in an outsourcing / call center environment
  • Minimum 2 years’ experience managing call center teams would be beneficial
  • Fluent English
  • Proven success managing multiple parties, subcontractors, client, other vendors etc.
  • Demonstrated ability to meet SLA’s / key metrics
  • Revenue / financial management experience
  • Change Management experience
  • Willingness to work on a shifting schedule as needed (10:00 – 19:00; 16:00 – 01:00)


Key responsibilities:

  • Managing, Coaching and Developing a team of Team Leaders focusing on quality, productivity, attendance & developmental actions for themselves & supporting this through their teams.
  • Overseeing the work completed in your teams to ensure it is of the highest quality, perform root cause analysis where this is not the case & implement corrective actions.
  • Ensuring that the team operates efficiently, adheres to procedures & policies and meet obligations as set out by the client & Accenture, immediately addressing any situation where this not the case.
  • Implementing strategic change in processes and workflows.
  • Being a primary escalation point for our client, providing timely & professional responses.
  • Managing reporting and metrics of team progression.
  • Allocating resources and responsibilities across the team to deliver business results and develop both existing and new team members.
  • Responsibility for team members’ formal evaluation processes including career development, salary review and performance management.

Benefits package:

  • Professional growth opportunities that recognize individual contributions and performance;
  • Friendly work environment, being surrounded by professional colleagues;
  • An experienced Career Counselor to guide you and check on your progress;
  • Extensive training through a variety of methods – online, classroom, etc;
  • A flexible approach that allows an appropriate work/life balance, where fun outings, sports activities and volunteering initiatives are part of our regular day-to-day life.
  • Attractive and thorough benefits package including: coverage of public transportation, private medical services, private pension, life insurance, gym subscription or medical services for a member of the family, meal vouchers for each working day, interactive library subscription.

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