Delivery Operations Lead - People & Performance

Accenture PLC

Quezon City

On-site

PHP 600,000 - 1,200,000

Full time

5 days ago

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Job summary

Accenture is seeking a Delivery Operations Specialist to manage a team delivering customer service across voice and back-office channels. You will oversee daily operations, monitor SLAs, and allocate resources across channels, while coaching staff to sustain performance.

This hands-on leadership role requires experience in service delivery and strong collaboration with cross-functional teams. Join a dynamic environment focused on continuous improvement and client satisfaction, with duties

Qualifications

Standard Team Leader profile.
At least 5-7 years of relevant experience in service delivery.
At least 3 years of supervisory experience.

Responsibilities

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.