Service Delivery Operations Manager with English

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Angajator: Accenture
Domeniu:
  • Customer support - Client service
  • Educatie - Training
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Buftea
  • Ilfov
  • Actualizat la: 23.06.2019
    Remote work: On-site
    Scurta descriere a companiei

    Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent and innovation-led company with 738,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients succeed and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
    In Romania, Accenture operates since 2006 and now has more than 4500 people in Bucharest, Timisoara, Iasi, Brasov, Cluj-Napoca and Targu Mures who offer solutions in Strategy & Consulting, Technology, Industry X & Intelligent Operations to our clients from Banking & Insurance, Telecommunications, Automotive, Retails, Energy, FMCG & more.

    Cerinte

    In order to APPLY for this role, please use Accenture platform.
    No other applications will be considered.

    • 5+ year experience managing large teams in an outsourcing / call center environment
    • Minimum 2 years’ experience managing call center teams would be beneficial
    • Fluent English
    • Proven success managing multiple parties, subcontractors, client, other vendors etc.
    • Demonstrated ability to meet SLA’s / key metrics
    • Revenue / financial management experience
    • Change Management experience
    • Willingness to work on a shifting schedule as needed (10:00 – 19:00; 16:00 – 01:00)

    Responsabilitati

    • Managing, Coaching and Developing a team of Team Leaders focusing on quality, productivity, attendance & developmental actions for themselves & supporting this through their teams.
    • Overseeing the work completed in your teams to ensure it is of the highest quality, perform root cause analysis where this is not the case & implement corrective actions.
    • Ensuring that the team operates efficiently, adheres to procedures & policies and meet obligations as set out by the client & Accenture, immediately addressing any situation where this not the case.
    • Implementing strategic change in processes and workflows.
    • Being a primary escalation point for our client, providing timely & professional responses.
    • Managing reporting and metrics of team progression.
    • Allocating resources and responsibilities across the team to deliver business results and develop both existing and new team members.
    • Responsibility for team members’ formal evaluation processes including career development, salary review and performance management.

    Alte informatii

    Benefits package:

    • Professional growth opportunities that recognize individual contributions and performance;
    • Friendly work environment, being surrounded by professional colleagues;
    • An experienced Career Counselor to guide you and check on your progress;
    • Extensive training through a variety of methods – online, classroom, etc;
    • A flexible approach that allows an appropriate work/life balance, where fun outings, sports activities and volunteering initiatives are part of our regular day-to-day life.
    • Attractive and thorough benefits package including: coverage of public transportation, private medical services, private pension, life insurance, gym subscription or medical services for a member of the family, meal vouchers for each working day, interactive library subscription.

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