DE034068-Delivery Ops Specialist
Accenture · Quezon
Full-timeonsiteleadOperationsBPOOperationsTeam LeadCustomer SupportService Delivery
รายละเอียดงาน / Description
Based in the Philippines, this leadership role oversees daily customer service operations across voice and back-office channels. You will guide frontline staff and team leaders, tracking key performance metrics such as turnaround times and service quality. The position involves resolving critical escalations, driving operational excellence, and collaborating with cross-functional partners to maintain exceptional service standards.
หน้าที่ความรับผิดชอบ / Responsibilities
- Oversee daily multi-channel operations including inbound, outbound, email, and back-office tasks
- Monitor service levels, productivity, quality standards, turnaround time, and schedule adherence
- Coach and mentor team leaders and frontline personnel to support continuous professional development
- Conduct quality calibrations, transaction monitoring, and root-cause analysis for performance gaps
- Handle escalated customer concerns and partner with support teams to resolve systemic issues
- Prepare operational reports and engage with client stakeholders during governance reviews
คุณสมบัติ / Qualifications
- Proven track record serving in a Team Leader or supervisory capacity
- Between 5 and 7 years of relevant experience in service delivery operations
- At least 3 years of hands-on people management or supervisory experience
- Familiarity managing both voice and back-office support workflows
- Existing legal authorization to work in the Philippines
ทักษะที่ต้องการ / Required skills
- Operations Management
- Team Leadership
- Performance Management
- Customer Service
- Escalation Management
- Process Improvement
- Stakeholder Coordination