Service Management
Accenture
Manila, Philippines
10d ago

Job description

Manage and Develop the Service Delivery Operations team

Achieve customer support service levels by accurately forecasting, planning and scheduling work volumes and staff / vendors to ensure optimal performance

Provide ongoing and frequent interaction with management operations, staff, vendors or clients, as required, to achieve optimum results

Keep current on client and Accenture business changes to ensure program and work area compliance

Serve as a Workforce Subject Matter Expert, train and mentor new and less experienced team members

Communicate proactively with team members regarding vendor and line of business status or Accenture Delivery Center operations, making suggestions for corrections to any issues

Develop and maintain methods and procedures

Respond to client requests in an accurate and timely manner

Manage client / Accenture outage and bridge calls with client / Accenture Delivery Operations Leads and vendor / Accenture technology teams

Maintain a detailed record of activities, actions and impacts

Prepare departmental reports for daily, weekly, monthly and yearly periods

Identify business process excellence improvement opportunities, contributing to design and execution

Analyze current and historical work volumes and patterns, handle time, productivity trends / patterns and all future volume / work requirements to develop budget and volume / work forecasts

Analyze delivery center shrinkage, make recommendations regarding reduction and provides shrinkage targets and vacation allowances when required

Analyze intraday statistics, delivery center performance, service levels and scheduling statistics to recommend courses of action in balancing service levels to business and agent / staff requirements

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