Delivery Lead Manager

Accenture; Hyderabad City Taluka; On-site; PKR 2,000,000 - 2,750,000; Full time

Job summary

A global professional services company is seeking a Delivery Lead Manager in Karachi, Pakistan. The successful candidate will manage customer queries, resolve escalations, and lead a medium-sized team. With 13 to 18 years of experience in customer service, strong negotiation skills and strategic planning abilities are essential. This role may require working in rotational shifts.

Qualifications

• 13 to 18 years of experience in customer service or related field.

Responsibilities

• Manage and resolve customer queries effectively.
• Handle escalations and complaints from dissatisfied customers.
• Provide best resolutions and close faults within SLAs.
• Assess and solve complex problems in the area of responsibility.
• Interact with senior management to establish goals and direction.

Skills

Client relationship management

Negotiation skills

Corporate and strategic planning

Thought leadership

Risk management

Education

Any Graduation

Job description

Skill required:

Next Generation Customer Operations - Customer Service Technology

Designation:

Delivery Lead Manager

Qualifications:

Any Graduation

Years of Experience:

13 to 18 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com

What would you do?

You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.

A transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market.

Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance.

What are we looking for?

• Ability to establish strong client relationship
• Negotiation skills
• Corporate planning & strategic planning
• Thought leadership
• Risk management

Roles and Responsibilities:

• Identify and assess complex problems for area of responsibility
• Create solutions in situations in which analysis requires an in-depth evaluation of variable factors
• Requires adherence to strategic direction set by senior management when establishing near‑term goals
• Interaction of the individual is with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach
• Some latitude in decision‑making in involved
• Act independently to determine methods and procedures on new assignments
• Decisions individual at this role makes have a major day‑to‑day impact on area of responsibility
• Manages large‑medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
• Role may require you to work in rotational shifts