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Call Center Manager- 2nd Shift

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Denver, CO

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Call Center Manager- 2nd Shift




Job #666617136

Title: Call Center Manager- 2nd Shift

Location: USA-Southwest

Job Number: 00586689

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

People in our Client Delivery & Operations

career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

Job Description

The Service Delivery Operations Manager

has the following responsibilities:

Responsible for building a personal relationship with key client staff

Successful service delivery, SLA achievement and high level of customer satisfaction

Monitoring overall performance of services

Good communication around issues and opportunities. Get things done, make things happen

Collaborating with senior management on client account management and growth

Ensuring operations teams are aware of changes and are prepared

Building service reports

Service reporting and sponsoring service delivery meetings

Pulling in additional resources when needed e.g. specialist teams or people for specific issues opportunities

Removing all obstacles to customer satisfaction and/or financial performance

Communicating across organizational boundaries from engineers through to senior managers

3rd party management responsibilities

Looking out for client long term interests

Following up if service delivery is not meeting expectations

Mapping clients’ requirements and coordinating in developing and implementing processes in line with pre-set guidelines.

Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.

Generating MIS reports & dashboards with a view to appraise management of the process operations and assist in critical decision-making process.

Conducting Governance checkpoints and status meetings.

Creating awareness on driving projects, process improvement strategy & methodology and ensuring maximum operational efficiency.

Administering scheduling systems, communicating job expectations, planning, monitoring, appraising, and reviewing job contributions, enforcing policies and procedures.

Establishing process controls to ensure all SLA’s and KPI’s are consistently met.


Basic Qualifications:

5 years of Team management/supervisory experience

5 years of Client Management in an Operations Delivery environment

2 years of process improvement experience

Preferred Qualifications:

Bachelor’s degree

Six sigma or lean certification

Professional Skills Requirements:

Schedule flexibility to work a 2 nd shift and manage a team that operates 24/7

Ability to work in a fast-paced and deadline driven environment

Proactive with a strong work ethic and eagerness to go the extra mile for self and with team

Resourcefulness and creative thinking

All of our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Job: Program, Project & Service Mgmt

Updated 05/16/2018

Company info

Website :

Company Profile
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.We help organizations maximize their performance and achieve their vision. We develop and implement technology solutions to improve our clients’ productivity and efficiency—and may run parts of their operations on their behalf. Ultimately, we enable our clients to become high-performance businesses and governments.

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