Delivery Lead Manager

About The Role

Skill required: Chat - Service Desk Non-Voice Support

Designation: Delivery Lead Manager

Qualifications:Any Graduation

Years of Experience:12 to 18 years
About AccentureCombining 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 worlds 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. Visit us at www.accenture.com

What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Candidate who is good in email and chat process, who is good in typing is what is preferred hereRecording, 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 non-voice interactions like email, web and chat.

What are we looking for Proactive and inquisitive candidate required with clear and precise communication, written and oral skillsMarket /vertical knowledge of Retail and Sales Domain knowledge of International Chat/Voice Service with experience in managing Customer experience metrics with upsell/cross sell Analytical skills required with an eye for detailJob requires the candidate to be assertive or influence people, probe for responses and empathize with customersTeam Building - Ability to coach, connect and motivate team membersAI Orientation along with functional knowledge of analytical tools would be preferredSix Sigma and quality tools certification would be desiredStrategic planning to take the business to the next level
Years of Experience:12 to 18 yearsVertical Experience Retail with sales background ( 2 to 4 years )Span of control 300-400 FTENight shift with brick and mortar setup ( in office ) Roles and Responsibilities: Manage project & client SLAs/KPIsManage people initiatives to ensure that the knowledge within the team is as per client expectationsMonthly review of performance trends for the span and initiate action plansMentor and groom direct/indirect reportees to take additional responsibilitiesBe part of client strategic discussions to plan for way ahead for the businessDrive Value Add and cost initiatives Ops Manager will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. He will also be responsible for closing the fault and complaints within SLA sIn this role you are required to identify and assess complex problems for area(s) of responsibilityThe individual should create solutions in situations in which analysis requires in-depth knowledge of organizational objectives Requires involvement in setting strategic direction to establish near-term goals for area(s) of responsibility Interaction is with senior management levels at a client and/or within Accenture, involving negotiating or influencing on significant mattersStrong Operational governance in managing performance, people and financialsIndividual manages large teams and/or work efforts (if in an individual contributor role) at a client or within AccenturePlease note that this role may require you to work in rotational shifts and night shifts with work at office set up
Qualification
Any Graduation