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Accenture

Compare

3.8

based on 56.9k Reviews

Video summary

Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

Top Rated Mega Company - 2024

Top Rated Company for Women - 2024

Top Rated IT/ITES Company - 2024

17571 Accenture Jobs

Service Delivery Ops Associate Manager

Accenture Solutions Pvt Ltd

3.8

based on 56.9k Reviews

10-14 years

Gurgaon / Gurugram

Service Delivery Ops Associate Manager

Accenture

posted 15d ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Telecom Incident Management Change Management Customer Service Management International Voice Process

+ 6 more

Job Description

Skill required: Omnichannel - Customer Service

Designation: Service Delivery Ops Associate Manager

Qualifications:Any Graduation

Years of Experience:10 to 14 years

What would you do?

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 Voice process

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

Proven experience in achieving targets against budget

Team Building - Ability to coach, connect and motivate team members

Clearly defines problems. Considers all the facts and alternatives available. Is willing to make firm and speedy decisions. Demonstrates objectivity and high quality in decision-making

Ability to work with basic quality tool like RCA, CAPA, pareto, box plots etc.

Ability to establish facts and develop conclusions and recommendations following detailed assessment and analysis

Ability to make, communicate and deploy decisions related to people and processes and to control, monitor and evaluate the effectiveness of the decisions implemented

Ability to make tough and timely decisions on task and people

What are we looking for?
Graduate in any discipline from an accredited institution EXPERIENCE (Must to have skills):

Total Experience:3 Years +

International Voice Experience

US Telecom Experience would be desirableSET YOURSELF APART:(
Good to have skills):

US Telecom Exp

Technical / Telecom Troubleshooting Experience

Roles and Responsibilities:

Communicate with client customers via voice to help resolve the issues being faced

Access the company's internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports

Initiate required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments

Adapts effectively to changing plans and priorities

Is able to follow a collaborative approach with people at different levels or working style

Demonstrates ownership for goals. Drives himself and others to achieve desired results.

Reviews and monitors progress with course correction to ensure success. Constantly raises the bar after each achievement

Manage team expectations and project SLAs

Monitor knowledge sharing and retention within the team

Coordinate with supervisor and manager to provide day to day insights

Share with supervisor and manager performance trends of the team and agree on next steps

Handling customer escalations or providing resolutions which require higher level of authorization

Qualifications

Any Graduation

Employment Type: Full Time, Permanent

Read full job description

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What people at Accenture are saying

What Accenture employees are saying about work life

based on 56.9k employees

65%

85%

67%

75%

Flexible timing

Monday to Friday

No travel

Day Shift

View more insights

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