25 days old
2018-06-252018-08-10

Contact Center Delivery Manager

Austin, TX 78769
Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

The Regional Delivery Center Lead is responsible for owning and delivering performance and quality results against SLAs and KPIs with regards to service levels, people engagement retention and continuous improvement of the service in their specific region.

The Regional Delivery Center Lead works in conjunction with the Global Delivery Lead to support and enhance the client with their delivery goals. This will involve implementing and improving processes and tools to drive operational efficiencies to exceed operational and service level agreements.

Primary Responsibilities:
Ensure execution of delivery work for the Payment Operation regionally
Actively manage team and individual performance to maintain required productivity and quality, engagement and attrition levels
Responsible for delivering on hiring requirements and managing attrition for the regional delivery center
Drive optimization of service and ensure continuous improvement
Manage the service and all personnel providing it to deliver agreed scope of services while achieving productivity gains
Ensure the service leverages Accentures full capabilities
Manage and eliminate service delivery issues in a timely and proactive manner
Manage supply and demand, service quality and processes to meet delivery expectations
Implement the levers to consistently achieve performance targets such as Six Sigma, operational excellence, etc.
Participate in account quality review process and engage appropriately in the Accenture Quality Assurance program
Support estimate at completion of account forecasting and planning activities
Achieve year on year efficiencies as agreed with the client

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Contact Center Delivery Manager

Accenture
Austin, TX 78769

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Contact Center Delivery Manager

Accenture
Austin, TX
US

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