Delivery Operations Associate Manager - Voice

About the role

Delivery Operations Associate Manager - Voice at Accenture. Own end-to-end service-delivery outcomes across multiple customer operations teams, including SLA, KPI, quality, productivity.

What you'll do

• Own end-to-end service-delivery outcomes across multiple customer operations teams, including SLA, KPI, quality, productivity
• Ensure safe, stable and controlled operations, with activities completed accurately, on time and in line with customer expectations
• Oversee omni-channel operations across Voice, Email, Chat, Chatbot, Social Media and other approved support channels
• Lead, coach and develop Team Leaders and senior operational staff, ensuring effective one-to-ones, performance management, career development
• Create a collaborative environment that promotes accountability, continuous improvement, knowledge sharing and a growth mindset

What you need

• 10–14 yrs of experience
• Process improvement
• Performance management
• Talent management
• Customer service
• Any graduate