Delivery Operations Specialist-Messaging

Delivery Operations Specialist-Messaging

Skill required: Chat - Service Desk Non-Voice Support
Designation: Delivery Operations Specialist
Qualifications:Any Graduation
Years of Experience:7 to 11 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? • The Customer Service Specialist owns end-to-end service delivery for the Tier 1.5 chat support deal. The role is accountable for people management, capacity and productivity of the chat team, contractual metric attainment, client governance, and continuous improvement. The Customer Service Specialist ensures the operating model runs smoothly across Team Leads, SMEs, and associates while safeguarding domain quality an • Candidate who is good in email and chat process who is good in typing is what is preferred here • Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. • Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat.
What are we looking for? • Primary skill - Service Desk Non-Voice Support - P1 • • Education: Bachelors degree (any discipline). • • Experience: 5ti7 years overall with proven team leadership; minimum 2 years in learning administration and hands-on LMS exposure; experience running a chat support desk operation on a client account preferred
Roles and Responsibilities: • Delivery Accountability • • Own direct service delivery for the Client chat support team deal, ensuring SLAs, quality, and CSAT are consistently met. • • Monitor and achieve the contractually agreed metrics; provide management reporting on team performance against output, quality, volume throughput, pipeline, and completion. • • Organise tasks, resources, and priorities; ensure all client support roles and shifts are covered. • Client Governance & Escalation • • Act as first point of contact for escalation of client and operational issues and manage them to resolution within remit. • • Proactively escalate serious high level issues to the Senior Lead Delivery Manager (CL8). • • Represent the account in client governance and challenge established practices to raise service, cost, and quality improvements. • People Management • • Own people management, capacity and productivity utilisation of the chat support team. • • Lead, coach, and develop CL10 Team Leads; monitor performance, provide timely feedback, and plan career progression. • • Conduct monthly 1:1s, perform all people processes in line with HR policies, and closely monitor meet attrition targets. • Process & Continuous Improvement • • Maintain process specific DTPs, SOPs, and LWIs document and standardise cross region chat learning admin processes. • • Provide input to Continuous Improvement and communicate LMS tool issues or enhancements to leadership