Delivery Lead Manager-Voice

Skill required: Next Generation Customer Operations - Customer Service Technology
Designation: Delivery Lead Manager
Qualifications:B.B.M/Bachelors in Economics/Bachelors degree with Finance specialization
Years of Experience:13 to 18 years
Language - Ability:English(International) - Expert

Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Songall powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries.
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.We are seeking a detail-oriented and customer-focused professional to join our HR Contact Center team within the Next Generation Customer Operations process. This role is dedicated to enhancing employee and customer service through structured and optimized processes. You will be responsible for handling queries from employees, customers, and vendors of our client organizations while ensuring seamless, personalized interactions. The role requires strong communication and service skills to manage a blended support process with 60-70% of interactions handled via calls and the remaining volume divided between emails and chats. Deliver services primarily catering to the US region, requiring night shift availability as per IST. Strong problem-solving and critical/logical thinking abilities are essential. Previous experience in customer or employee support is a plus. Join us and be part of a dynamic team where you can contribute to a seamless and efficient employee and customer experience within the Next Generation Customer Operations framework!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 Problem-solving skillsAbility to establish strong client relationshipRisk managementAbility to manage multiple stakeholdersNegotiation skills
Roles and Responsibilities: In this role you are required to identify and assess complex problems for area of responsibilityThe person would create solutions in situations in which analysis requires an in-depth evaluation of variable factorsRequires adherence to strategic direction set by senior management when establishing near-term goalsInteraction of the individual is with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approachSome latitude in decision-making in involvedyou will act independently to determine methods and procedures on new assignmentsDecisions individual at this role makes have a major day to day impact on area of responsibilityThe person manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within AccenturePlease note that this role may require you to work in rotational shifts


Qualification
B.B.M,Bachelors in Economics,Bachelors degree with Finance specialization