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Duties and Responsibilities:

Support sales opportunities and ensure the feasibility of the proposed solutions and delivery of the resolution by leveraging Accenture’s full capabilities.
Improve client and customer relationships working with Client Account and Account Management Team leadership
Plan, deliver and execute project(s) and program(s)
Ensure execution of delivery work across one or more clients or portfolios, leading service delivery strategy across all locations where the services are provided (e.g. client-site, delivery center)
Address performance issues across the client(s)/portfolio(s); create the operational approach and implements continuous improvement
Implement standard SLA commitments and other financial/operational metrics for client(s)/portfolio(s)
Support the achievement of contract controllable income (CCI) targets, as well as the achievement of cost-to-serve targets; deliver efficiencies through standard processes and synergies
Manage recruiting, staffing, people engagement, pyramid, mix, utilization, cost-to-serve and capacity of service delivery staff to optimize balance between cost and delivery targets

Qualifications:

Bachelor's degree holder
Must have at least 12 years overall experience in Operations under BPO industry
Must have at least 3-5 years of experience as Operations Manager under BPO industry
Must have strong contact center background
Must have an experience in handling multiple stakeholders
Must be amenable to work in Accenture Cebu

Why join Accenture?

*Terms and conditions apply

Accenture Cebu | BPO Operations Manager (EH 1196)