Delivery Operations Lead - Customer Experience & Performance

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

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