Remote Delivery Lead — Contact Center Operations

Accenture; Carmel (IN); Remote; USD 100,000 - 180,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) plan

Paid holidays

Paid time off

Job summary

Accenture is seeking a Delivery Lead Manager to oversee multiple service delivery operations, drive efficiency, and ensure profitable outcomes in a remote role with travel to Albuquerque, NM and other client sites. The role requires extensive people leadership, Medicaid experience, and strong process improvement skills.

Responsibilities include managing budgets, SLAs, and staffing, while engaging with clients to align objectives and expected outcomes.

Qualifications

• Minimum 5 years’ experience in operations.
• Minimum 5 years’ experience in people management.
• Minimum 2 years’ experience in contact center management.
• Minimum 1 year experience working in Medicaid.
• Bachelor’s Degree preferred.
• Experience managing a workforce of 100+ staff.
• Medicaid experience.
• Strong analytical and communication skills.

Responsibilities

• Ensure delivery work across multiple service delivery operations.
• Drive optimization of delivery of standard solutions within areas of expertise.
• Deliver scope of services while achieving profitability improvements.
• Address performance issues and implement continuous improvement.
• Analyze team performance and present options for improvement.
• Manage supply, demand, service quality and costs to meet targets.
• Meet with project managers to plan timeframes and overtime needs.
• Career management of service delivery resources including training and mentoring.
• Oversee recruiting, staffing, utilization and cost to serve to optimize delivery targets.
• Implement standard SLAs and contract financial requirements.
• Resolve performance issues with delivery leadership.
• Formalize delivery plans with service group leadership.
• Lead or support design of new offerings and validate delivery capability.
• Demonstrate operational methodology for cross-functional, high-performance execution.
• Act as escalation point for delivery performance issues.
• Engage with client to align on objectives and outcomes.
• Translate client objectives and challenges to keep progress.
• Improve client relationships while coordinating with account teams.
• Manage workstream budgets and cost within the company.
• Large scale people management and performance tracking.
• Analyze volume, AHT, shrinkage and staffing impacts.
• Forecast capacity planning and interval staffing.

Skills

Delivery leadership

Operations management

People management

Contact center management

Budget and cost control

Performance improvement

Education

Bachelor’s Degree

Tools

CRM systems

Workforce management

Job description

Accenture is seeking a Delivery Lead Manager to oversee multiple service delivery operations, drive efficiency, and ensure profitable outcomes in a remote role with travel to Albuquerque, NM and other client sites. The role requires extensive people leadership, Medicaid experience, and strong process improvement skills.

Responsibilities include managing budgets, SLAs, and staffing, while engaging with clients to align objectives and expected outcomes.