Skill required: Next Generation Customer Operations - Customer Service Technology

Designation: Delivery Lead Manager

Qualifications:Any Graduation

Years of Experience:13 to 18 years

Language - Ability:English(International) - Expert

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 784,000 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 JOB DESCRIPTION: MANAGER

Proactive and inquisitive candidate required with clear and precise communication, written and oral skills
Market knowledge of US Wireless and Telecom domain would be preferred
Domain knowledge of International Chat/Voice Service with experience in upsell/cross sell campaigns
Analytical skills are also required with an eye for detail
Job requires the candidate to be assertive or influence people, probe for responses and empathize with customers
Team Building - Ability to coach, connect and motivate team members
AI Orientation along with functional knowledge of analytical tools would be preferred
Six Sigma and quality tools certification would be desired
Strategic planning to take the business to the next level What are we looking for SET YOURSELF APART: (Good to have skills):
US Telecom Exp.
Six Sigma & Business Excellence certification EXPERIENCE (Must have skills):
Relevant Contact Center Experience: 10 Years +
International Chat/Voice Experience
US Telecom Experience would be desirable Roles and Responsibilities: ROLES AND RESPONSIBILITIES:
Manage project & client SLAs/KPIs
Manage people initiatives to ensure that the knowledge within the team is as per client expectations
Monthly review of performance trends for the span and initiate action plans
Mentor and groom direct/indirect reportees to take additional responsibilities
Be part of client strategic discussions to plan for way ahead for the business
Drive Value Add and cost initiatives, Any Graduation

Delivery Lead Manager-Voice