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Accenture Cebu | BPO Operations Senior Manager | Telco experience

Accenture

Cebu City

On-site

PHP 50,000 - 90,000

Full time

Yesterday

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Job summary

Accenture is seeking a BPO Operations Senior Manager with extensive experience in telecommunications. This pivotal role involves overseeing global intercompany processes, supporting high-quality work environments, and ensuring performance goals are met. Ideal candidates will possess strong leadership skills and be ready to contribute to our dynamic team in Cebu City. Exceptional benefits await, including comprehensive health coverage and flexible working arrangements.

Benefits

HMO coverage from day 1

Free medicines for dependents

Expanded maternity leave up to 120 days

Employee Stock Purchase Plan

Paid Sick and Vacation Leaves

Company-sponsored trainings

Volunteering opportunities

Flexibility in working arrangements

Qualifications

10+ years of leadership experience in BPO.
Proven experience in Voice, Email, and Chat operations.
5+ years in service delivery operations.

Responsibilities

Manage the Global Intercompany process and ensure performance objectives.
Monitor efficiency and assist in staff training.
Act as front-line contact for Client operations.

Skills

Project Management

Stakeholder Management

Communication

Problem Solving

Continuous Improvement

Financial Management

Education

Bachelor's Degree

About the Role:As a BPO Operations Senior Manager | Telco experience,you will perform the following (but not limited to) duties and responsibilities:

Demonstrate strong communication, project management, and stakeholder management skills.
Manage the entire Global Intercompany process.
Support high-quality work through fostering a positive environment.
Monitor the efficiency of the Intercompany team with a focus on continuous improvement.
Ensure the site meets performance objectives.
Manage Intercompany financials, including expenses, labor, and facility costs.
Maintain agreed service levels for the Intercompany process.
Produce site scorecard metrics as needed by both Client and Accenture leadership.
Act as the front-line contact for Client operations for questions or issues surrounding service levels specific to the Intercompany process.
Identify additional non-client specific training for staff to enhance skill sets among all levels.
Stay current on risk management/insurance trends, client initiatives, and other necessary topics.
Assist in the creation of Performance Improvement Plans (PIPs) for staff not meeting expected production or quality targets.

About You:The ideal candidate will have the following skills and experience:

Bachelor's degree required.
Minimum of 10 years' experience with increasing responsibility in a leadership role, particularly in business process outsourcing (BPO).
Proven experience in Voice, Email, and Chat BPO operations, with a focus on TELCO and sales experience.
At least 5 years of experience in quantitative and conceptual problem-solving, preferably in service delivery operations.
Strong oral and written communication skills, with the ability to articulate clear ideas and strategies effectively.
Must be willing to report in Cebu City

If you are interested in joining our diverse community, please apply directly to this job advertisement. After applying, you will either be directed to another link to create and complete your Workday profile or receive an email from our recruiters with instructions on how to do so. Please ensure that all required information is provided within 24 hours to facilitate the processing of your application.

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