5 days old

Operations Associate Manager- Contact Center

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.

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

Our Operations Associate Managers are professional services managers responsible for coordinating the delivery of services into key enterprise customers. The Operations Associate Manager plays a vital role in creating long term healthy service provider customer relationships, acting as the bridge between the client and our operational delivery teams.

The key responsibility of the Business Operations Associate Manager is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.

Other responsibilities 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
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 clients long term interests
Following up if service delivery is not meeting expectations


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Operations Associate Manager- Contact Center

Austin, TX 78769

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