Job Description

Skill required:

Customer Operations - Voice - Service Desk Voice Support

Designation:

Delivery Operations Associate Manager

Qualifications:

Any Graduation

Years of Experience:

10 to 14 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 699,000 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?

Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costs Customer Operations - Voice - Help desk role - ticket resolution Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions. o Manage high employee engagement objectives and retention efforts o Strong deductive reasoning, analytical, and problem solving skills. o Excellent communication skills and ability to effectively communicate with various groups in Client team and within the organization. o Extensive understanding of NGCO Services and processes. o Understanding of entire NGCO products and offering. o Demonstrated ability to effectively supervise team members o Proven expertise in multiple Support Desk such as HRO and Learning services

What are we looking for?

o Leading and developing a team of Specialists, Senior Analysts and Analysts, along with a span of 70-75 team members in NGCO Support Desk by embodying Accenture Core Values. o Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other initiatives as required o Identify system and process improvement opportunities which will directly influence the client experience o Work closely with the support function teams to ensure continuously enhancement in quality of service delivery to the clients via automation and artificial intelligence. o Leverage extensive knowledge of one functional/ business area, in a manner that provides business value to own team/project. o Manage and contribute in the Gen 4 Innovation and Continuous improvement processes for teams and overall business. o Interface with client and client account management teams on status updates recommendations and issue resolution. o Serve as a point of contact for escalations on complex problems o Participate in interview process for new team members as applicable o Formally evaluate team member's performance and provides appropriate recommendations to People Advisory (HR) team. o

Roles and Responsibilities:

oIn this role you are required to do analysis and solving of moderately complex problems o Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures o The person requires understanding of the strategic direction set by senior management as it relates to team goals o Primary upward interaction is with direct supervisor or team leads o Generally interacts with peers and/or management levels at a client and/or within Accenture o The person should require minimal guidance when determining methods and procedures on new assignments o Decisions often impact the team in which they reside and occasionally impact other teams o Individual would manage medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture o Please note that this role may require you to work in rotational shifts




Any Graduation