Delivery Operations Team Lead

Accenture PLC; Quezon City; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Accenture PLC in Quezon City, Philippines, is seeking a Delivery Operations Specialist to lead a senior team focused on delivering customer service via voice and back-office channels. This role requires overseeing daily operations, monitoring performance, and coaching team members to meet SLAs in a return-to-office setup.

The position emphasizes people leadership, process improvement, and collaboration with Quality, Training, HR, and client stakeholders to ensure high-quality service and

Qualifications

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

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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 escal

Skills

Standard TL profile

Job description

Accenture PLC in Quezon City, Philippines, is seeking a Delivery Operations Specialist to lead a senior team focused on delivering customer service via voice and back-office channels. This role requires overseeing daily operations, monitoring performance, and coaching team members to meet SLAs in a return-to-office setup.

The position emphasizes people leadership, process improvement, and collaboration with Quality, Training, HR, and client stakeholders to ensure high-quality service and