Delivery Lead Manager - Voice Customer Service

Delivery Lead Manager-Voice

Skill required: Voice - Customer Service
Designation: Delivery Lead Manager
Qualifications:Any Graduation
Years of Experience:13 to 18 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? • Lead and manage operations across all supported channels and customer types. • Ensure adherence to contractual SLAs, KPIs, and compliance requirements. • Drive performance reviews, operational huddles, and escalation management. • Establish standardized operating rhythms (daily/weekly/monthly governance cadences) across sites. • Drive business continuity planning (BCP) and disaster recovery preparedness across locations • Manage Team Leads, SMEs, Trainers, and Quality staff to maintain high performance standards. • Lead workforce planning in collaboration with Operational Performance teams (WFM, QA, KM). • Own end-to-end service delivery accountability includes volume forecasting, capacity planning alignment, and service continuity planning. • Drive leadership development and succession planning for critical roles. • • Ensure hiring strategy, onboarding effectiveness, and ramp productivity tracking. • Own attrition management strategy and workforce engagement initiatives. • Own coaching frameworks, performance action plans, and morale building initiatives. • Serve as the primary operational contact for client leaders. • Run governance meetings, performance presentations, and improvement planning sessions. • Manage client escalations and provide root cause analysis with action plans. • Partner with client stakeholders on strategic roadmap planning and service expansion opportunities. • Ensure alignment with contractual obligations including change requests and SOW adherence. • Ensure process adherence across teams and maintain alignment with GPO and PME structures. • Coordinate with Global Process Owner (GPO), PMEs, Quality, and Training to ensure standardized service delivery. • Own process risk identification, mitigation planning, and control effectiveness reviews. • Drive knowledge management governance ensuring documentation accuracy and version control. • Ensure audit readiness for internal, client, and regulatory reviews. • Lead automation, digitization, and efficiency opportunities across workflows. • Drive Lean/Six Sigma initiatives with Operational Performance teams. • Monitor performance trends and initiate actions to improve NPS, CSAT, FCR, AHT, and quality. • Own transformation pipeline including RPA, AI enablement, and self-service optimization initiatives. • Track productivity benefits and cost savings from improvement initi
What are we looking for? • Strong leadership and stakeholder management capabilities. • Deep knowledge of contact center operations (voice / non voice / omni channel). • Expertise in interpreting performance data and operational analytics. • Ability to drive large scale teams in multi site or global delivery environments. • Strong understanding of WFM, Quality, Training, and Knowledge processes. • Excellent communication and escalation management skills. • Prior exposure to HR domain or HR shared services operations preferred • Bachelor’s degree or higher preferred. • 8–12 years in Contact Center Operations with at least 5+ years in a HR leadership role • Exposure to transitions, migrations, ramp ups, and global delivery management is preferred
Roles and Responsibilities: •In this role you are required to identify and assess complex problems for area of responsibility • The person would create solutions in situations in which analysis requires an in-depth evaluation of variable factors • Requires adherence to strategic direction set by senior management when establishing near-term goals • Interaction of the individual is with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach • Some latitude in decision-making in involved • you will act independently to determine methods and procedures on new assignments • Decisions individual at this role makes have a major day to day impact on area of responsibility • The person manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture • Please note that this role may require you to work in rotational shifts