BPO Service Delivery Operations Manager | Ilocos

8003 Accenture Inc Company; San Nicolas; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Accenture is seeking an experienced senior delivery leader for its BPO operations in the Philippines. The role focuses on planning, delivering and executing multi-client programs while optimizing service delivery strategies across client sites and delivery centers.

The ideal candidate has 8-12 years in BPO with at least 5 years in a leadership role, and proven experience in Voice, Email and Chat operations. TELCO and sales exposure is a plus, and strong communication skills are essential.

Qualifications

• Must have 8-12 years' experience in business process outsourcing (BPO).
• Must have at least 5 years of experience in leadership role.
• Proven experience in Voice, Email, and Chat BPO operations.
• Experience in TELCO and sales is an advantage.
• Strong oral and written communication skills.

Responsibilities

• Plan, deliver and execute project(s) and program(s) for one or more clients or portfolios.
• Ensure delivery work across locations and optimize service delivery strategy.
• Manage staffing, utilization, cost-to-serve and capacity to balance cost and delivery targets.
• Support sales opportunities and feasibility assessment of proposed solutions.

Skills

Leadership

BPO operations

Communication

Voice/Chat/Email

Job description

JOB DESCRIPTION

Plan, deliver and execute project(s) and program(s) Ensure execution of delivery work across one or more clients or portfolios, leading service delivery strategy across all locations where the services are provided (e.g., client-site, delivery center) Address performance issues across the client(s)/portfolio(s); create the operational approach and implements continuous improvement. Implement standard SLA commitments and other financial/operational metrics for client(s)/portfolio(s) Support the achievement of contract controllable income (CCI) targets, as well as the achievement of cost-to-serve targets; deliver efficiencies through standard processes and synergies. Manage recruiting, staffing, people engagement, pyramid, mix, utilization, cost-to-serve and capacity of service delivery staff to optimize balance between cost and delivery targets. Support sales opportunities and ensure the feasibility of the proposed solutions and delivery of the solution by leveraging Accenture’s full capabilities.

JOB QUALIFICATIONS

• Must have 8-12 years' experience in business process outsourcing (BPO)
• Must have at least 5 years of experience in leadership role
• Proven experience in Voice, Email, and Chat BPO operations
• Experience in TELCO and sales is an advantage
• Strong oral and written communication skills, with the ability to articulate clear ideas and strategies effectively. #LI-PH

About Accenture

Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities.

Equal Employment Opportunity Statement 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.