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Service Delivery Operations Team Lead at Accenture - ApplyBlast

Service Delivery Operations Team Lead

Accenture

4 months ago

3.9 on Glassdoor

Manila

Onsite

Full Time

Senior

0 applicants

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About this role

An Accenture Team Lead for Voice Account drives daily operations and performance for a voice contact center team, ensuring Service Level Agreements and Key Performance Indicators are met. The role involves mentoring staff, managing schedules, developing training plans, and analyzing data to improve user experience and process efficiency. Collaborating closely with quality analysts and leadership, this leader fosters engagement while adhering to strict security and data protection protocols.

Responsibilities

Lead team to meet SLAs and KPIs for voice account delivery
Conduct regular performance reviews and implement corrective action plans
Develop training plans based on identified team needs and gaps
Analyze operational data to improve user experience and efficiencies
Manage team scheduling, attendance, and leave approval processes

Skills

Qualifications

Bachelors Degree3 years BPO operations experience1 year supervisory experience

About Accenture

accenture.com

Headquarters

Canal Harbour, Westmeath, Ireland

Company Size

10001+ employees

Founded

1989

View Profile

Accenture is a global professional services company providing consulting, technology, operations and digital transformation services to organizations worldwide.