Service Delivery Operations Associate Manager

Accenture; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Accenture is seeking a Service Delivery Operations Associate Manager in Gurugram, Haryana, focusing on non-voice customer support. This role involves managing customer queries, handling escalations, and resolving issues efficiently. Candidates should have 10-14 years of experience and a graduation degree. Skills in strategic planning, problem-solving, and stakeholder management are crucial. The position may involve working in rotational shifts and aims at transforming customer service into a strategic differentiator.

Qualifications

• 10 to 14 years of experience in Customer Support or related field.
• Ability to handle escalations and provide best resolutions.
• Experience in managing and resolving customer queries.

Responsibilities

• Analyze and solve moderately complex problems.
• Create new solutions and adapt existing methods.
• Manage unplanned interruptions to restore normal service operations.

Skills

Ability to perform under pressure

Strong analytical skills

Corporate planning & strategic planning

Thought leadership

Ability to manage multiple stakeholders

Education

Any Graduation

Job description

Skill Required

Next Generation Customer Operations - Service Desk Non-Voice Support

Designation

Service Delivery Operations 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 699,000 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?

You will be aligned with our Customer Support vertical and help us in managing / resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market. Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat.

What are we looking for?

• Ability to perform under pressure
• Corporate planning & strategic planning
• Thought leadership
• Strong analytical skills
• Ability to manage multiple stakeholders

Roles and Responsibilities

• In this role you are required to do analysis and solving of moderately complex problems
• Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures
• The person requires understanding of the strategic direction set by senior management as it relates to team goals
• Primary upward interaction is with direct supervisor or team leads
• Generally interacts with peers and/or management levels at a client and/or within Accenture
• The person should require minimal guidance when determining methods and procedures on new assignments
• Decisions often impact the team in which they reside and occasionally impact other teams
• Individual would manage medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
• Please note that this role may require you to work in rotational shifts
• Any Graduation

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