Delivery Operations Associate Manager-Voice

Accenture; Hyderabad City Taluka; On-site; PKR 350,000 - 1,400,000; Full time

Job summary

A global professional services company in Pakistan is seeking a Delivery Operations Associate Manager to enhance customer service technology. The ideal candidate has 10 to 14 years of experience and excels at problem-solving and team collaboration. Responsibilities include managing customer complaints and leading small teams to drive service excellence. The position may require working in rotational shifts and focuses on creating value in customer operations.

Qualifications

• 10 to 14 years of experience in a related field.
• Ability to manage customer complaints and queries effectively.
• Strong problem-solving skills and adaptability.

Responsibilities

• Manage and resolve customer queries and complaints.
• Analyze moderately complex problems and create new solutions.
• Work well with teams and manage small to medium teams.

Education

Any Graduation

Job description

Skill required: Next Generation Customer Operations - Customer Service Technology

Designation: Delivery Operations Associate Manager

Qualifications: Any Graduation

Years of Experience: 10 to 14 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?

• Adaptable and flexible
• Problem-solving skills
• Agility for quick learning
• Ability to work well in a team
• Commitment to quality

Roles and Responsibilities:

• In this role you are required to do analysis and solving of moderately complex problems
• Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures
• The person requires understanding of the strategic direction set by senior management as it relates to team goals
• Primary upward interaction is with direct supervisor or team leads
• Generally interacts with peers and/or management levels at a client and/or within Accenture
• The person should require minimal guidance when determining methods and procedures on new assignments
• Decisions often impact the team in which they reside and occasionally impact other teams
• Individual would manage medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
• Please note that this role may require you to work in rotational shifts