Delivery Lead Manager - Voice

About the role

Delivery Lead Manager - Voice at Accenture. Own end-to-end service delivery for the assigned portfolio, including SLA, KPI, quality, productivity, customer satisfaction, operational risk.

What you'll do

• Own end-to-end service delivery for the assigned portfolio, including SLA, KPI, quality, productivity, customer satisfaction, operational risk
• Provide senior leadership across service lines and delivery teams through Associate Managers, Senior Team Leaders and Team Leaders, setting direction
• Ensure safe, stable, controlled, resilient and scalable operations, with activities completed accurately
• Govern omni-channel operations across Voice, Email, Chat, Chatbot, Social Media and other approved channels
• Act as the senior operational contact for the client and supported businesses, leading service reviews, governance forums

What you need

• 13–18 yrs of experience
• Escalation handling
• Operational risk
• Customer service
• Communication
• Any graduate