1+ months

Contact Center Delivery Manager

San Jose, CA 95115
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions underpinned by the worlds largest delivery network Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
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.
Portfolio & Delivery Management professionals plan, deliver and execute one or more projects and programs for Accenture or its clients, ensuring appropriate resources are mobilized and programs/projects/portfolios meet operational, contractual and economic commitments.
Job Description
Responsibilities of the Service Delivery Operations Manager include:
Building a personal relationship with key client staff
Successful service delivery SLA achievement and high level of customer satisfaction
Monitoring overall performance of services
Good communication around issues and opportunities get things done, make things happen
Collaborating with senior management on client account management and growth
Ensuring operations teams are aware of changes and are prepared
Building service reports
Ensuring healthy financials of the account along with financial reporting and monitoring
Service reporting and sponsoring service delivery meetings
Pulling in additional resources when needed e.g. specialist teams or people for specific issues opportunities
Removing all obstacles to customer satisfaction and or financial performance
Communicating across organizational boundaries from engineers through to senior managers
3rd party management responsibilities
Looking out for client long term interests
Following up if service delivery is not meeting expectations


Basic Qualifications
Minimum of 5 years of experience in Operations Delivery
Minimum of 3 years of team management experiencePreferred Qualifications
Experience managing Supervisory personnel
Contact center background
Experience leading Technical Customer Support Team
Bachelors degree
BPO experienceProfessional Skill Requirements
Proven ability to build, manage and foster a team-oriented environment
Proven ability to work creatively and analytically in a problem-solving environment
Desire to work in an information systems environment
Excellent communication (written and oral) and interpersonal skills
Excellent leadership and management skillsApplicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.Accenture is a federal contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.Equal Employment OpportunityAll employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.Accenture is committed to providing veteran employment opportunities to our service men and women.

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Posted: 2019-12-18 Expires: 2020-02-05

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Contact Center Delivery Manager

Accenture
San Jose, CA 95115

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