Accenture Service Delivery Operations Manager with English in Bucharest, Romania
As an Operations Manager, you will fundamentally be responsible for leading and managing service delivery in accordance with contractual agreements. This is a client facing role working with a large team of customer service professionals .
Not only will you manage all aspects of the team’s strategy, forecasting and delivery of execution excellence, you will also be a driver in the growth, management and development of the project. People management, motivation, engagement and accountability are key functions of this role.
5+ year experience managing large teams in an outsourcing / call center environment
Minimum 2 years’ experience managing call center teams would be beneficial
Proven success managing multiple parties, subcontractors, client, other vendors etc.
Demonstrated ability to meet SLA’s / key metrics
Revenue / financial management experience
Change Management experience
Willingness to work on a shifting schedule as needed (10:00 – 19:00; 16:00 – 01:00)
Managing, Coaching and Developing a team of Team Leaders focusing on quality, productivity, attendance & developmental actions for themselves & supporting this through their teams.
Overseeing the work completed in your teams to ensure it is of the highest quality, perform root cause analysis where this is not the case & implement corrective actions.
Ensuring that the team operates efficiently, adheres to procedures & policies and meet obligations as set out by the client & Accenture, immediately addressing any situation where this not the case.
Implementing strategic change in processes and workflows.
Being a primary escalation point for our client, providing timely & professional responses.
Managing reporting and metrics of team progression.
Allocating resources and responsibilities across the team to deliver business results and develop both existing and new team members.
Responsibility for team members’ formal evaluation processes including career development, salary review and performance management.
Professional growth opportunities that recognize individual contributions and performance;
Friendly work environment, being surrounded by professional colleagues;
An experienced Career Counselor to guide you and check on your progress;
Extensive training through a variety of methods – online, classroom, etc;
A flexible approach that allows an appropriate work/life balance, where fun outings, sports activities and volunteering initiatives are part of our regular day-to-day life.
Attractive and thorough benefits package including: coverage of public transportation, private medical services, private pension, life insurance, gym subscription or medical services for a member of the family, meal vouchers for each working day, interactive library subscription.
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