20 days old

Contact Center Operations 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.

Program Specialist Services professionals provide project-based support services within centers. These professionals support the delivery and execution of our key projects with specialized services.

Job Description

The Operations Delivery Associate Manager will have the following responsibilities:
Responsible for daily supervision of Team Leads and a team (e.g. delivery, process) of direct reports.
Manage the workload of the onsite operation, may make work assignments, and have responsibility for developing Team Leads and other direct reports.
This role may be the escalation point for issue resolution, personnel matters, operation management, and communications with internal and external stakeholders.
The role manages effective internal/external client relationships, reporting and deliverables to Global Delivery Lead, and additional administrative oversight (i.e. financial management processes and reporting duties).
This role also exercises consistent judgment and discretion with work directly related to management policies and the general operations of the business.
Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team
May perform data entry or other client related tasks in various systems, as required
Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities
May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours
Manage workloads to ensure even distribution of responsibilities and provide development opportunities.
May perform and/or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and consistency
Identify and assist with development of support materials for team use, e.g., training manuals, DTPs, job aids, and views in databases.
Prepare and analyze complex reports/information and formulate conclusions
Ensure that all of the client responsibilities occur in accordance with the statement of work and service level agreement with client(s)
Act as subject matter expert for team members, peers and/or clients as assigned
May act as a point of contact for senior client representatives
Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to Global Service Delivery Lead and assist other Site Leads with resolutions, as needed
Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; execute implementation of improvements
Required to direct work within clear budget guidelines
Meet with internal and external stakeholders on large or complex projects to determine format, plan the project timeframe and estimate the project's overtime needs.
Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables
Assist with providing operational statistics and escalate operational issues to Global Service Delivery Lead
Plan and facilitate weekly (as required) team calls/meetings. May present and facilitate at group meetings and new hire integrations; may develop presentation content
May create annual team objectives with Global Service Delivery Lead approval. Monitor and coach team to meet objectives
May prepare, coordinate and conduct performance appraisals, and counsel employees on career and performance/disciplinary issues
May participate, either voluntarily or through Global Service Delivery Lead's request, on task forces, process teams, committees and special projects
Ensure completion of time and expense reports for self and team members per policies. Maintain accurate records for chargeable time to client projects
Manage numerous, complex projects requiring high level capabilities with minimal supervision

Basic Qualifications:
Minimum of 3 years of experience as a Team Manager
Minimum of 3 years of experience with escalation management and managing projects to established SLAs
Minimum of 3 years of experience in a customer-facing operations environment
Minimum of 1 year of experience with financial management

Preferred Qualifications:
Bachelor's Degree Preferred
Experience with Lean Six Sigma or Business Excellence
Experience with implementation and sustained engagement initiatives within workplace environment.
Experience managing large-scale project operations to daily goals and deliverables
Demonstrated experience in technical work environments with highly tech savvy teams.
Fast-paced dynamic environment
Schedule flexibility
Reporting and analytics experience

All of our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

Applicants 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.


Posted: 2019-08-02 Expires: 2019-09-11

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Contact Center Operations Manager

San Jose, CA 95115

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