Service Delivery Operations Associate Manager

About The Role

Skill required: Next Generation Customer Operations - Customer Service Technology

Designation: Service Delivery Operations Associate Manager

Qualifications:Any Graduation

Years of Experience:10 to 14 years

What would you doYou 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.a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market.Empower resources who commits to Client Service Team/Service Delivery Team to work and agrees on deliverables, budget, schedule, dependencies, service levels, other required operating metrics and scopeAssign team resources to work on communicating allocated budget, schedule, macro approach and deliverablesEmpower to make decisions for their team and ultimately is accountable to ensure their team creates their deliverables on budget, on schedule, and with appropriate qualityManage resources to achieve these assignmentsTrack and create/provide team status using standard templates and actively participate in appropriate internal and external status meetingsPlatform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance.Work with other delivery managers and project managers to ensure Client Service Team/Service Delivery Team understands their accountabilities towards delivery and to work across the teams as neededFor BPO, facilitate effective Management Operating System, ensuring timely reviews of process outcomes [(3X3) metrics, Key Performance Indicators (KPIs), Service Level Agreements (SLA)] and improvement/change initiatives

What are we looking forCompetency and Skill ManagementManage and develop team competency coverage through cross-training, leadership development and succession planningMonitor and manage team goals and performance and ensure team understands how they align and relate to broader business goals and strategiesPeople Development and ManagementDevelop and mentor people, act as a career counselor and create a high performing organization (foster relationships, resolve conflicts etc.)Develop and deliver quality and timely performance feedback, collecting input from all appropriate sources Schedule, assign and track signoffs for deliverables owned by the team and validate the participation of appropriate contributors to each deliverableValidate appropriate contributors have participated in the creation/review of each team deliverable according to standard methods and/or processesEnsure teams execute processes according to standard methods or approved processes and ensure deliverables are completed as required in a timely mannerServe as a peer or process reviewer as appropriate and participate in Capability Maturity Model Integration (CMMi) or other quality assessments as needed
Roles and Responsibilities: In this role you are required to do analysis and solving of moderately complex problems Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures The person requires understanding of the strategic direction set by senior management as it relates to team goals Primary upward interaction is with direct supervisor or team leads Generally interacts with peers and/or management levels at a client and/or within Accenture The person should require minimal guidance when determining methods and procedures on new assignments Decisions often impact the team in which they reside and occasionally impact other teams Individual would manage medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shifts

Qualification
Any Graduation