DE034068-Delivery Ops Specialist

Accenture in the Philippines; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Accenture in the Philippines is seeking a Delivery Operations Specialist in Quezon City for a return-to-office setup. The Senior Team Leader will manage a team delivering customer service across voice and back-office channels, ensuring SLAs, quality, and productivity are maintained.

Responsibilities include optimizing staffing, coaching Team Leaders and frontline staff, monitoring KPIs such as CSAT, FCR, and AHT, handling escalations, coordinating with cross-functional teams, and driving process

Qualifications

• At least 5-7 years of relevant experience in service delivery.
• At least 3 years of supervisory experience.

Responsibilities

• Manage daily operations across voice and back-office channels (inbound/outbound calls, email, case management, back-office processing).
• Monitor service levels, productivity, quality, turnaround time, backlog, attendance and schedule adherence.
• Allocate resources between voice and back-office activities based on volumes and priorities.
• Provide real-time coaching to maintain performance standards and address issues.
• Review performance data to address emerging issues before SLAs are affected.
• Coordinate with Workforce Management, Quality, Training, HR and other support teams.

Skills

Team Leader profile

Supervisory experience

Service delivery

Job description

ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE

POSITION TITLE: Delivery Operations Specialist

WORK SETUP: Return to Office

Overall Purpose: The Senior Team Leader is responsible for managing a team delivering customer service through voice and back-office channels.

Operations Management

• Manage daily operations across inbound and outbound calls, email, case management, and back-office processing.
• Monitor service levels, productivity, quality, accuracy, turnaround time, backlog, attendance, and schedule adherence.
• Allocate resources between voice and back-office activities based on volumes and business priorities.
• Conduct real-time floor monitoring and provide on-the-spot coaching to maintain performance standards throughout the shift.
• Review and act on interval-level and daily performance data to address emerging issues before they impact SLAs.
• Manage shift handovers effectively, ensuring continuity of operations across all channels.

People Leadership and Development

• Coach, motivate, and develop Team Leaders and frontline employees.
• Conduct regular performance discussions and implement improvement plans where required.
• Provide structured coaching sessions with documented action plans and follow-through.
• Identify high-potential employees and support succession planning and career development pathways.
• Support onboarding of new team members and ensure they are set up for success.
• Foster a positive team culture that promotes accountability, collaboration, and continuous learning.

Performance and Quality Management

• Analyze performance trends and implement actions to address service or quality gaps.
• Conduct call listening, transaction monitoring, and case reviews to ensure quality and accuracy.
• Facilitate calibration sessions with Quality and Training teams to ensure consistency in scoring and feedback.
• Track and manage individual and team KPIs including CSAT, FCR, AHT, accuracy rate, and adherence.

Escalation and Issue Resolution

• Manage customer complaints, operational issues, and escalations.
• Handle escalated customer contacts directly when required and ensure timely resolution.
• Identify recurring escalation themes and work with relevant teams to address root causes.

Stakeholder and Cross-functional Coordination

• Coordinate with Workforce Management, Quality, Training, HR, and other support teams.
• Prepare and communicate operational updates to management and client stakeholders.
• Participate in client performance reviews, governance meetings, and operational calls as required.
• Manage client expectations proactively and escalates risks or concerns in a timely manner.

Process Improvement and Compliance

• Identify process improvements that enhance efficiency and customer experience.
• Ensure compliance with approved processes, data privacy, information security, and client requirements.
• Document and communicate process changes to the team in a timely and consistent manner.
• Contribute to process documentation, knowledge base maintenance, and standard operating procedure reviews.

Reporting and Administration

• Prepare daily, weekly, and monthly operational reports for management and client review.
• Maintain accurate records of attendance.

OTHERS: Project Shift Schedule: Morning Shift Project Rest Day: Rotation Project/Team Location: Quezon Cyberpark Tower 3

Skill & Qualifications

• Standard TL profile
• At least 5-7 years of relevant experience in service delivery
• At least 3 years of supervisory experience