Contact Center Manager- Customer Service

Description de l'offre

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world's largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com .

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.

Portfolio & Delivery Management professionals plan, deliver and execute one or more projects and programs for Accenture or its clients, ensuring appropriate resources are mobilized and programs/projects/portfolios meet operational, contractual and economic commitments.

Job Description
The Service Delivery Operations Manager will be working in a fast-paced, ever changing environment for a leading social media organization on the client's digital platform. The ideal candidate will have experience working in a fast-paced customer service or contact center type environment, as well as have experience leading large teams of professionals.

Key Responsibilities:
· Coordinating and collaborating with agents to be successful in delivery on a digital platform
· Interpret day to day business objectives
· Build effective and efficient procedures to streamline processes, allowing for successful delivery by the team on a digital media platform
· Safeguard data privacy while supporting business operations
· Drive process improvement across multiple areas including workflow, operational procedures and training
· Plan and execute regular meetings with team and client leadership on key initiatives
· Support the team in rigorous environment, execute and track key goals and objectives
· Establish and maintain strong relationships with multiple teams including internal functional leaders and key stakeholders
· Review metrics for regular reporting and conduct weekly quality assurance meetings with client on quality level of outgoing work e.g., proof data entry, correspondence, and other tasks within immediate team to ensure quality, accuracy, and consistency
· May include adjusting work hours as necessary to meet deadlines, e.g., overtime, holiday, and or weekend hours.

Profil recherché

Qualifications :

Basic Qualifications:
·  5 years of experience in a client-facing role
·  5 years of team management
·  5 years customer support operations experience in a contact center environment
·  3 years of experience with workforce management tools or systems
Preferred Qualifications:
·  Bachelor's degree
·  Experience in the social media industry
·  Outsourcing operations experience

Professional Skills:
·  Strong customer service focus
·  Ability to manage a large Team to include management of supervisory personnel
·  Ability to convert opportunities into solutions
·  Ability to work in a fast paced and deadline driven environment
·  Proven ability to build, manage and foster a team-oriented environment
·  Proven ability to work creatively and analytically in a problem-solving environment
·  Excellent communication (written and oral) and interpersonal skills
·  Excellent leadership and management skills
·  Experience in developing/establishing processes and enforcing adherence to processes/policies
·  Ability to lead by influence with regards to change management, process revision, policy compliance/adherence, etc.
·  Ability to quickly become proficient in client processes and related systems
All of our 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.

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.