Contact Center Operations Manager

Solekai Systems Corp Pittsburgh , PA 15201

Posted 2 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.

Job Description:

The key responsibilities for the Contact Center Operations Manager role are as follows:

  • Directly reports to Director Consolidated Contact Service Center CCSC

  • Interpret day to day business objectives and execute operational practices and work programs to meet all assigned Service Level Agreements (SLAs) and Key Performance Indicators(KPIs)

  • Ensure proper execution of processes by operational teams

  • Review all incoming requests for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately

  • May perform data entry or other client related tasks in various systems, as required

  • Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities

  • May make decisions about the day to day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours

  • Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from Operation Workforce Management Teams

  • May perform and or ensure completion of quality review check on outgoing work e.g., proof data entry, correspondence, and other tasks within assigned teams to ensure quality, accuracy, and consistency

  • Identify and assist with development of support materials for team use, e.g., training manuals, role aids, and views in databases

  • Prepare and analyze complex reports information and formulate conclusions

  • Ensure that all of the client responsibilities occur in accordance with the Statement of Work and SLA agreement with clients

  • Act as subject matter expert for team members, peers and or clients as assigned

  • May act as a point of contact for Senior Client Representatives

  • Anticipate, identify, and assess complex issues problems

  • Develop and implement a corresponding plan of action to bring the situation to resolution

  • Communicate changes/coaching to Team Leads and assist with execution and compliance of internal/external processes and procedures

  • Champion and guide Continuous Improvement Process (CPI) methodology

  • Perform other duties as required

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Contact Center Operations Manager

Solekai Systems Corp