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Gracias por aplicar al anuncio de empleo Operations manager (contact center), en Accenture
Este anuncio de empleo ya no está disponible. Conoce todos los anuncios de empleo que tenemos publicados.
Key Responsibilities / Activities
• Manage overall delivery of service: planning, execution and reporting
• Develop Operating model to deliver effectively and generate efficiencies across all supported functions.
• Proactively eliminate critical path road blocks to help ensure successful delivery. Take steps to proactively mitigate project risk.
• Prioritize & set expectations on key deliverables
• Manage relationships and coordinate work between different teams at various locations
• Mentor and provide guidance to project resources
• Track and report SLA/KPI’s of Shared Services team performance and lead process improvements
• Understand and meet customer expectations to ensure SLAs are green, manage day-to-day relationships with internal customers, resolution of escalations and take applicable and relevant actions on customer feedback.
• Demonstrates confidence and ease when presenting to mid-level client groups
• Responds effectively to client questions and consistently sets clear expectations for timing to complete requests.
• Establish rapport and maintain long-term relationships with client champion and executives
• Ensure tactical alignment with stated goals, objectives and strategy
• Strong independent decision-making, organizational, planning and problem-solving skills
• May take accountability for effectively handling senior-level escalations or customer complaints received via various sources
• May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
• Share information required for the team to be successful
Skills Requirements
• +5 years experience as a Manager in customer service industry.
• Bachelor degree or 3 years diploma with preferable experience on Service Now/ticketing systems.
• Client/Customer handling experience
• Excellent customer service skills
• Acts confidently in uncertain circumstances; works effectively in ambiguous situations
• Takes well thought-out action to achieve a specific impact
• Positive, energetic, enthusiastic attitude
• Proven problem-solving skills and the ability to think critically; and use a logical approach to determine the best solution/innovative ideas in ambiguous situations where minimal information is provided.
• Must have: Excellent English communication skills (Written and Oral)
Gerente
Bachillerato universitario
Administración de Empresas
Ingeniería Industrial
Otras Licenciaturas
Gerente
1 Vacante
Skills Requirements
• +5 years experience as a Manager in customer service industry.
• Bachelor degree or 3 years diploma with preferable experience on Service Now/ticketing systems.
• Client/Customer handling experience
• Excellent customer service skills
• Acts confidently in uncertain circumstances; works effectively in ambiguous situations
• Takes well thought-out action to achieve a specific impact
• Positive, energetic, enthusiastic attitude
• Proven problem-solving skills and the ability to think critically; and use a logical approach to determine the best solution/innovative ideas in ambiguous situations where minimal information is provided.
• Must have: Excellent English communication skills (Written and Oral)
Competencias para la vacante
Gerente
Gerente
Bachillerato universitario
Servicios compartidos
Sin experiencia
757829
Gracias por aplicar al anuncio de empleo Operations manager (contact center), en Accenture
Este anuncio de empleo ya no está disponible. Conoce todos los anuncios de empleo que tenemos publicados.
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