Call Center Manager- 2nd Shift
Salt Lake City
Title: Call Center Manager- 2nd Shift
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.
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 clientsâ€™ 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 SLAâ€™s and KPIâ€™s are consistently met.
5 years of Team management/supervisory experience
5 years of Client Management in an Operations Delivery environment
2 years of process improvement experience
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
Website : https://www.accenture.com
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.