Skill required: Next Generation Customer Operations - Customer Service Technology
Designation: Delivery Operations Specialist
Qualifications:Any Graduation
Years of Experience:7 - 10 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? 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.Responsibilities:• Empower resources who commits to Client Service Team/Service Delivery Team to work and agrees on deliverables, budget, schedule, dependencies, service levels, other required operating metrics and scope• Assign team resources to work on communicating allocated budget, schedule, macro approach and deliverables• Empower to make decisions for their team and ultimately is accountable to ensure their team creates their deliverables on budget, on schedule, and with appropriate quality• Manage resources to achieve these assignmentsa transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market.• Track and create/provide team status using standard templates and actively participate in appropriate internal and external status meetings• Maintain team’s work plan and/or annual plan (e.g. resource assignment changes, schedule changes, completion status etc.) • Approve team members time sheets, identify source of any variances and drive plans to correct the same• Identify and manage issues and risks and act as an escalation point within the team• Work with other delivery managers and project managers to ensure Client Service Team/Service Delivery Team understands their accountabilities towards delivery and to work across the teams as neededPlatform 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.Process Compliance/Consistency, Quality, and Continuous Improvement• Schedule, assign and track signoffs for deliverables owned by the team and validate the participation of appropriate contributors to each deliverable• Validate appropriate contributors have participated in the creation/review of each team deliverable according to standard methods and/or processes• Ensure teams execute processes according to standard methods or approved processes and ensure deliverables are completed as required in a timely manner• Serve as a peer or process reviewer as appropriate and participate in Capability Maturity Model® Integration (CMMi)
What are we looking for? Process Capability Development• Serve as process expert/coach for the team’s deliverables• Drive methods adoption and act as an expert on how to cost effectively deliver the Client Service Team’s/Service Delivery Team’s process and/or project requirements and deliverables• Monitor and analyze client and customer satisfaction through available escalation/complaint tools and survey results and ensure improvement initiatives are driven by client expectations and requirements• Identify and implement productivity improvements, ensuring adherence to appropriate project gating and business case approval requirements. Team Finance and Resource Management • Manage team mix to the standard pyramid for type of Client Service Team/Service Delivery Team, headcount, macro resource load balance (rolling 3 months), utilization, overtime etc. and escalate issues when required according to established practices• Manage staffing assignments and role changes• Support recruiting and interviewing potential new team members• Balance workloads and skill sets across clients to support one-to-many delivery
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
Any Graduation
