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- ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- PROJECT NAME: Meta SBG POSITION TITLE: Service Delivery Ops Lead Manager WORK SETUP: Return to Office RESPONSIBILITIES:
- Manage a team of Agents and multiple layers of support staff to deliver top notch sales performance in a Digital Inside Sales program
- Ensure Customer engagement, Sales planning, Sales performance management is well executed
- Have in depth knowledge of the program strategy
- Ensure key production requirements staffing & scheduling, book assignments, right access,
- Demonstrate strong communication, project management, stakeholder management skills
- Support high quality work through a positive sales environment. Monitors efficiency of team with a focus on improvement
- Ensure site meets performance objectives
- Meet financial goals. Maintain agreed service levels for the program & avoid penalties
- Produces site scorecard metrics as needed by Client and Accenture leadership
- Identify additional non-client specific training for staff to enhance skill sets among all levels. Remain current on risk & compliance for the program.
- Create Performance Improvement Plans (PIPs) for low performing staff
- Create incentive programs and performance awards
- Proactively identify and initiate processes that will improve client perception
- Coach & acclimate new team members to Accenture culture and processes
- Perform and/or manage special projects as approved for the client, under the direction of the Customer Success Lead. Manage high level escalations.
- 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) as & when required OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Quezon Cyberpark Tower 1
Qualifications
SKILL AND QUALIFICATIONS:
- Sales Ops Manager profile
- Experience with managing Operations for Digital Inside Sales programs or Outbound voice sales programs, Complex line adherence management programs.
- Experience with managing Sales program for Advertisers on Social Media Platforms is preferred
- With 8-12 years work experience
- 5+ years supervisory experience
- Proficient in Sales operations management, Client relationship management, Stakeholder management, Planning & Performance management, Operational Excellence, Problem-Solving & Escalation Management, Team Management
