Service Delivery Ops Specialist

Skill required: Next Generation Customer Operations - Customer Service Technology



Designation: Service Delivery Ops Specialist



Qualifications:Any Graduation



Years of Experience:7 to 11 years


Language - Ability:English(International) - Proficient



What would you do?
You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market.Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance.



What are we looking for?
Excellent communication - oral and writtenCustomer service orientationDecision makingPeople and Team ManagementPerformance ManagementAnalytical ThinkingMulti tasking & Time ManagementResult Oriented"Coaching and Feedback skills" Focus on goals / result orientationStakeholder ManagementCommunication/ presentation skillsFlexible to work in shits - Early morning; late night; round the clock shiftsGood working knowledge of Helpdesk / Tier 1 / Contact CenterComplete working knowledge - MS Office Business Planning and BudgetingWorking knowlegde of ticketing toolsClient Management


Roles and Responsibilities:

In this role you are required to do analysis and solving of moderately complex problems

May create new solutions, leveraging and, where needed, adapting existing methods and procedures

The person would require understanding of the strategic direction set by senior management as it relates to team goals

Primary upward interaction is with direct supervisor

May interact with peers and/or management levels at a client and/or within Accenture

Guidance would be provided when determining methods and procedures on new assignments

Decisions made by you will often impact the team in which they reside

Individual would manage small 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


 
Qualifications 

Any Graduation