Accenture · 17 hours ago
Customer Support Service Delivery Lead
San Antonio, 10931 Laureate Drive, OPS
Full-time
Onsite
Mid, Senior Level
$74K/yr - $183K/yr
3+ years expAccenture is a leading global professional services company that helps the world’s leading businesses and organizations build their digital core. The Service Delivery Lead ensures project level performance against SLAs and KPIs, focusing on customer service, managing relationships, coaching team leads, and driving continuous improvement across teams.
Business Information SystemsConstructionConsultingInformation ServicesInformation TechnologyInfrastructureManagement ConsultingOutsourcing
No H1B
Responsibilities
Customer service is key to achieving success, sharing that vision through targets, discussions, hands on coaching
Manage the customer relationship and all agents providing it to ensure high quality of service delivered with the customer, the internal leadership, and stakeholders
Coach, performance development, mentoring, and general career counselling for team leads
Ensure results with the highest possible standard of quality and delivery
Deliver on hiring requirements and managing attrition for the regional delivery center
Drive insights gathering from team members to improve quality and processes
Work within multiple teams across both Accenture and our client to execute and deliver
Develop a culture of continuous improvement across the teams in the global delivery network
Lead and develop global initiatives
Manage and eliminate service delivery issues in a timely and proactive manner
Manage supply and demand, service quality and processes to meet delivery expectations
Implement the levers to consistently achieve performance targets
Manage Team Leads and Training Team to identify new opportunities, workflows or potential improvements to the current process
Qualification
Required
Minimum of 3 years' team management experience
Minimum of 1 year of experience working in a customer support environment
This is an onsite position in San Antonio, TX. Applicants will be expected to relocate to and work in San Antonio, TX
Must be flexible to work any shift including weekends and holidays
The role requires candidate pass English Assessments with a minimum score of B2 for the written portion and C1 for the spoken portion
Preferred
Ability to follow the strategic direction set by senior management when establishing near term goals
Well-developed analytical skills and the ability to provide clarity to complex issues, and synthesize large amounts of information
Ability to articulate and clearly communicate complex problems and solutions in a simple, logical and impacted manner
Company
Accenture
Accenture is a professional services company that provides solutions in strategy, consulting, digital, technology and operations.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$6MKey Investors
Youth Business International
2018-10-01Grant· $6M
2001-07-27IPO
Leadership Team
Christie Smith
Senior Managing Director, Global CEO Transformation: Strategy & Consulting Lead
Jeff Laue
CEO and Senior Managing Director of Accenture Digital Inside Sales
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