Remote Delivery Lead: Operations & People Leadership

Accenture PLC; Cleveland (OH); À distance; USD 87 000 - 213 000; Plein temps

Résumé du poste

Accenture is seeking a Delivery Lead Manager to oversee multi-site service delivery operations with a focus on profitability and performance improvements. The role involves coordinating large-scale teams, optimizing standard solutions, and driving continuous improvements while aligning with client objectives.

The role is remote with travel to Albuquerque, NM as required and a defined 8-hour shift window. Candidates should have strong experience in operations and people leadership within contact

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’s experience working in Medicaid.

Responsabilités

• Ensure execution of delivery work across multiple service delivery operations, as needed
• Drive optimization of delivery of standard solutions within areas of expertise
• Deliver agreed scope of services while achieving profitability improvements and productive gains
• Address performance issues across the service delivery operations, create operational approach and implement continuous improvement
• Analyze team performance and metrics, compare against benchmarks, and present options for improving overall performance
• Manage supply and demand, service quality and processes to meet delivery expectations Implement the levers to consistently achieve performance targets
• Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project's overtime needs
• Responsible for career management of service delivery resources e.g. training, engagement, mentoring, succession planning and annual performance process
• Manage recruiting, staffing, pyramid mix, utilization, cost to serve, and capacity of staff to optimize balance between cost and delivery targets
• Deliver efficiencies through standard processes and synergies Implement standard service level agreement SLA and other contract financial requirements
• Resolve performance issues with delivery leadership
• Formalize delivery plans for the service delivery with service group delivery leadership
• May lead or support the design of new offerings or services for industry functional technical Support sales opportunities and validate expected delivery capability
• Demonstrate expert knowledge of operational methodology to effectively deliver cross functional, consistent, repeatable and high performance process execution
• Act as escalation point to address issues concerns about service delivery performance, personnel, etc.
• Engage with client to align on program objectives, business drivers, and desired outcomes
• Translate the client’s business objectives, priorities, and challenges routinely with Service Delivery to keep alignment and progress solution
• Proactively improve client and customer relationships, while working with client account and account
• Responsible for workstream budgets and managing cost within company
• Large scale people management
• Measure and manage individual and team performance
• Optimize performance in a contact center and back-office environment around cost, growth and innovation coaching management on key performance and handling any variances Integrating innovation to continuously build superior customer service
• Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement
• Analyze call drivers, the impact call types on staffing needs and opportunities for addressing drivers differently
• Manage operational forecast variance to plan Report staffing needs and performance issues impacting service levels on a timely manner, and recommend solutions to close gaps
• Forecasting Capacity Planning Analyze work volume patterns to determine trends
• Create volume forecast and handle time forecast for interval, daily and weekly

Connaissances

Operations experience

People management

Contact center management

Medicaid experience

Formation

Bachelor’s Degree

Description du poste

Accenture is seeking a Delivery Lead Manager to oversee multi-site service delivery operations with a focus on profitability and performance improvements. The role involves coordinating large-scale teams, optimizing standard solutions, and driving continuous improvements while aligning with client objectives.

The role is remote with travel to Albuquerque, NM as required and a defined 8-hour shift window. Candidates should have strong experience in operations and people leadership within contact