Service Delivery Ops Associate Manager

Skill required: Customer Operations - Voice - Service Desk Voice Support



Designation: Service Delivery Ops Associate Manager



Qualifications:Any Graduation



Years of Experience:10 to 14 years



What would you do?
Manage and improvise NGCO Support Desk teams on profitability and budgets through scope management, monitoring forecast and production hours, managing costing based on contracted terms and ensuring timely client deliverables, with an objective of achieving profitability with optimum utilization of capacity and by increasing revenue and reducing cost, in line with the service level agreement of business deliverables. Achieve high degree of client satisfaction through execution & delivery of business action plans independentlyImprove the quality of services and increase efficiency, be involved in time / effort estimatesManage NGCO Support Desk teams on cost adherence and variance / deviations and revenue projections. Manage customer expectations - response time and attitude. Anticipate client side bottlenecks in plan execution and propose solutions to clients or production teams in advance through effective communication.Demonstrates capability of managing multiple NGCO Support Desk teams independently.Manage multifunctional teams and build a conducive work atmosphere.Secure assets, conduct review meetings and obtain and document feedback to ensure timely completion of Performance Achievement process. Generate cross selling and up-selling opportunities, and building sales leads through a regular process. Leading and developing a team of Specialists, Senior Analysts and Analysts, along with a span of 70-75 team members in NGCO Support Desk by embodying Accenture Core Values.Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other initiatives as requiredIdentify system and process improvement opportunities which will directly influence the client experienceWork closely with the support function teams to ensure continuously enhancement in quality of service delivery to the clients via automation and artificial intelligence. Leverage extensive knowledge of one functional/ business area, in a manner that provides business value to own team/project.Manage and contribute in the Gen 4 Innovation and Continuous improvement processes for teams and overall business.Interface with client and client account management teams on status updates recommendations and issue resolution.Serve as a point of contact for escalations on complex problems



What are we looking for?

Customer Service

Customer Service Management

Adaptable and flexible

Problem-solving skills

Agility for quick learning

Written and verbal communication


Roles and Responsibilities:

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

Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures

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

Primary upward interaction is with direct supervisor or team leads

Generally interacts with peers and/or management levels at a client and/or within Accenture

The person should require minimal guidance when determining methods and procedures on new assignments

Decisions often impact the team in which they reside and occasionally impact other teams

Individual would manage medium-small 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


Qualifications

Any Graduation