Job Description

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.
 
Visit us at www.accenture.com.
 
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.
Program Specialist Services professionals provide project-based support services within centers. These professionals support the delivery and execution of our key projects with specialized services.
 
The Services Delivery Operations Lead will have the following responsibilities:
  • Serve as the primary client contact for service level or other contracted metrics and take responsibility for issue resolution
  • Involved in setting strategic direction and establishing short/long term goals for client projects
  • Interact with senior management levels at client and within Accenture, including negotiating or influencing significant matters
  • Broad latitude in decision making and determining objectives and approaches to critical projects
  • Manage large teams and work efforts at client and Accenture locations
  • Monitor forecasted and actual service levels proactively to ensure noiseless delivery
  • Key contact point to work with other internal Accenture functions
  • Escalation point for all verticals
  • Drive Insights, innovation governance and issue risk management
  • Drive process changes and provide regular updates as per client reporting requirements
  • Resource management and people development
 


Qualifications

Basic Qualifications
  • Minimum of 5 years of experience in a client facing role
  • Minimum of 5 years of team management experience managing a global team 
  • Minimum of 2 years customer support operations experience
 
Preferred Qualifications
  • Customer Support Operations experience in a contact center environment
  • Bachelor’s degree
  • Experience designing, implementing, and running a digital advertising service and support model
  • Experience in the social media industry
  • Outsourcing operations experience
  • Experience leading a global team
  • Experience with workforce management tools or systems
 
Professional Skills
  • Strong customer service focus
  • Ability to manage a large team to include management of supervisory personnel
  • Ability to convert opportunities into solutions
  • Ability to work in a fast paced and deadline driven environment
  • Proven ability to build, manage and foster a team-oriented environment
  • Proven ability to work creatively and analytically in a problem-solving environment
  • Excellent communication written and oral and interpersonal skills
  • Excellent leadership and management skills
  • Experience in developing establishing processes and enforcing adherence to processes policies
  • Ability to lead by influence with regards to change management, process revision, policy compliance adherence, etc.
  • Ability to quickly become proficient in client processes and related systems
 
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.

Accenture is 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.

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