Delivery Lead Manager - Voice Customer Operations

Delivery Lead Manager-Voice

Skill required: Next Generation Customer Operations - Customer Service Technology
Designation: Delivery Lead Manager
Qualifications:Any Graduation
Years of Experience:13 to 18 years
Language - Ability:English(International) - Expert
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? JOB DESCRIPTION: MANAGER • Proactive and inquisitive candidate required with clear and precise communication, written and oral skills • Market knowledge of US Wireless and Telecom domain would be preferred • Domain knowledge of International Chat/Voice Service with experience in upsell/cross sell campaigns • Analytical skills are also required with an eye for detail • Job requires the candidate to be assertive or influence people, probe for responses and empathize with customers • Team Building - Ability to coach, connect and motivate team members • AI Orientation along with functional knowledge of analytical tools would be preferred • Six Sigma and quality tools certification would be desired • Strategic planning to take the business to the next level
What are we looking for? SET YOURSELF APART: (Good to have skills): • US Telecom Exp. • Six Sigma & Business Excellence certification EXPERIENCE (Must have skills): • Relevant Contact Center Experience: 10 Years + • International Chat/Voice Experience • US Telecom Experience would be desirable
Roles and Responsibilities: ROLES AND RESPONSIBILITIES: • Manage project & client SLAs/KPIs • Manage people initiatives to ensure that the knowledge within the team is as per client expectations • Monthly review of performance trends for the span and initiate action plans • Mentor and groom direct/indirect reportees to take additional responsibilities • Be part of client strategic discussions to plan for way ahead for the business • Drive Value Add and cost initiatives