Contact Center Manager- Customer Service

Accenture Denver , CO 80208

Posted 5 months ago

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions underpinned by the world's largest delivery network Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

Portfolio & Delivery Management professionals plan, deliver and execute one or more projects and programs for Accenture or its clients, ensuring appropriate resources are mobilized and programs/projects/portfolios meet operational, contractual and economic commitments.

Job Description

The Service Delivery Operations Manager will be working in a fast-paced, ever changing environment for a leading social media organization on the client's digital platform. The ideal candidate will have experience working in a fast-paced customer service or contact center type environment, as well as have experience leading large teams of professionals.

Key Responsibilities:

  • Coordinating and collaborating with agents to be successful in delivery on a digital platform

  • Interpret day to day business objectives

  • Build effective and efficient procedures to streamline processes, allowing for successful delivery by the team on a digital media platform

  • Safeguard data privacy while supporting business operations

  • Drive process improvement across multiple areas including workflow, operational procedures and training

  • Plan and execute regular meetings with team and client leadership on key initiatives

  • Support the team in rigorous environment, execute and track key goals and objectives

  • Establish and maintain strong relationships with multiple teams including internal functional leaders and key stakeholders

  • Review metrics for regular reporting and conduct weekly quality assurance meetings with client on quality level of outgoing work e.g., proof data entry, correspondence, and other tasks within immediate team to ensure quality, accuracy, and consistency

  • May include adjusting work hours as necessary to meet deadlines, e.g., overtime, holiday, and or weekend hours.

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Contact Center Manager- Customer Service

Accenture