Skill required: Voice - Customer Service
Designation: Customer Service 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 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 The Contact Center Service Delivery Lead (SDL) is responsible for end-to-end operational delivery of Contact Center services across voice, non-voice, and omni-channel support. This role ensures SLA attainment, operational governance, people leadership, client satisfaction, and continuous improvement across aligned programs. The SDL acts as the senior operational authority for day-to-day delivery and partners closely with Quality, Training, Workforce Management, GPOs, and Client stakeholders. Voice involves managing and optimizing voice communication systems within an organization. This role includes overseeing phone systems, VoIP services, and other voice technologies. It also involves ensuring reliable and clear communication, troubleshooting issues, and implementing upgrades. The goal is to maintain efficient and effective voice communication for the organization. Customer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships.
What are we looking for Bachelor's degree or higher preferred.
- 4–8 years in Contact Center Operations with at least 3+ years in a leadership role
- Exposure to transitions, migrations, ramp-ups, and global delivery management is preferred. Strong leadership and stakeholder management capabilities.
- Deep knowledge of contact center operations (voice / non-voice / omni-channel).
- Expertise in interpreting performance data and operational analytics.
- Ability to drive large-scale teams in multi-site or global delivery environments.
- Strong understanding of WFM, Quality, Training, and Knowledge processes.
- Excellent communication and escalation management skills. Roles and Responsibilities:
- 1. Operational Leadership
- Lead and manage operations across all supported channels and customer types.
- Ensure adherence to contractual SLAs, KPIs, and compliance requirements.
- Drive performance reviews, operational huddles, and escalation management. 2. Workforce & People Management
- Manage Team Leads, SMEs, Trainers, and Quality staff to maintain high performance standards.
- Lead workforce planning in collaboration with Operational Performance teams (WFM, QA, KM).
- Own coaching frameworks, performance action plans, and morale-building initiatives. 3. Client & Stakeholder Management
- Serve as the primary operational contact for client leaders.
- Run governance meetings, performance presentations, and improvement planning sessions.
- Manage client escalations and provide root cause analysis with action plans. 4. Process Governance & Alignment
- Ensure process adherence across teams and maintain alignment with GPO and PME structures.
- Coordinate with Global Process Owner (GPO), PMEs, Quality, and Training to ensure standardized service delivery. 5. Continuous Improvement & Transformation
- Lead automation, digitization, and efficiency opportunities across workflows.
- Drive Lean/Six Sigma initiatives with Operational Performance teams.
- Monitor performance trends and initiate actions to improve NPS, CSAT, FCR, AHT, and quality. 6. Risk, Compliance & Reporting
- Ensure compliance with data security, privacy, and regulatory requirements. Own operational reporting, dashboards, variance analysis, and forecasting accuracy.
- Conduct audits and ensure readiness for client reviews or external assessments.
