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Contact Center Delivery Manager

Job Location: TX - Austin

Regional Description: Southwest

Job Number: 00601356

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- Job description

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.
 
People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.
 
The Regional Delivery Center Lead is responsible for owning and delivering performance and quality results against SLA’s and KPI’s with regards to service levels, people engagement retention and continuous improvement of the service in their specific region.
 
The Regional Delivery Center Lead works in conjunction with the Global Delivery Lead to support and enhance the client with their delivery goals. This will involve implementing and improving processes and tools to drive operational efficiencies to exceed operational and service level agreements.
 
Primary Responsibilities:
  • Ensure execution of delivery work for the Payment Operation regionally
  • Actively manage team and individual performance to maintain required productivity and quality, engagement and attrition levels
  • Responsible for delivering on hiring requirements and managing attrition for the regional delivery center
  • Drive optimization of service and ensure continuous improvement
  • Manage the service and all personnel providing it to deliver agreed scope of services while achieving productivity gains
  • Ensure the service leverages Accenture’s full capabilities
  • Manage and eliminate service delivery issues in a timely and proactive manner
  • Manage supply and demand, service quality and processes to meet delivery expectations
  • Implement the levers to consistently achieve performance targets such as Six Sigma, operational excellence, etc.
  • Participate in account quality review process and engage appropriately in the Accenture Quality Assurance program
  • Support estimate at completion of account forecasting and planning activities
  • Achieve year on year efficiencies as agreed with the client
Basic Qualifications:
  • 7 years team management experience, leading large teams, in an international environment
  • 5 years of experience working in an operations service delivery environment
Preferred Qualifications:
  • Bachelor’s degree
  • Experience in the social media industry
Professional skills requirements:
  • Ability to follow the strategic direction set by senior management when establishing near term goals
  • Well-developed analytical skills and the ability to provide clarity to complex issues, and synthesize large amounts of information
  • The ability to develop creative and breakthrough solutions
  • An ability to articulate and clearly communicate complex problems and solutions in a simple, logical and impactful manner
  • Strong technical skills, both functional and nonfunctional, manual and automation, ideally in a continuous delivery environment.
  • Ability to work on own initiative while coordinating within the team environment
  • Ability to prioritize and effectively manage time in a pressurized work environment
  • An ability to identify the root causes of issues by analyzing patterns and trends through data analysis
  • Excellent organizational time management abilities
  • Ability to establish and maintain key relationships across both Accenture and the Client s organization
  • Self-motivating, adaptable and able to inspire and motivate others
  • Prior experience working in an environment of frequent change
  • Practical analytical problem-solving skills through analysis using Excel, SQL, Access queries etc.
 
All of our professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
 
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
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.

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