Skill required: Telecom Operations - Customer Service Management
Designation: Management Level - Manager
Job Location: Bengaluru
Qualifications: Any Graduation
Years of Experience: 13-18 years
About Accenture Operations
In today's business environment, growth isn't just about building value-it's fundamental to long-term business survival. So how do organizations sustain themselves? The key is a new operating model-one that's anchored around the customer and propelled by intelligence to deliver exceptional experiences across the enterprise at speed and at scale. You will deliver breakthrough business outcomes for clients-by harnessing talent, data and intelligence to revolutionize their operating models. Operations is one of four services that make up one Accenture -the others are Strategy and Consulting, Interactive and Technology. Visit us at www.accenture.com
What would you do?
You will be aligned with our Network Operations vertical which ensures that we maintain a robust common integration framework to help communications clients address challenges, increase their margins, improve asset realization, improve customer service, increase revenues, reduce overall costs and accelerate sales cycles.
The Telecom Operations team is involved in developing structures, processes, and capabilities for managing and monitoring telecommunications networks.
The Customer Service Management team focuses on managing the organization's interaction with current and potential customers. The team is responsible for handling customer queries, enhancing customer satisfaction, ensuring customer retention and ultimately driving sales growth. The team is also responsible for improving business relationships with customers.
What are we looking for?
We are looking for individuals who have the following skillset:
Customer service - Inbound
Customer service - Outbound
Operations Management
Telecom Operations
Adaptable and flexible
Ability to establish strong client relationship
Ability to work well in a team
Written and verbal communication
Process-orientation
Roles and Responsibilities
In this role you are required to identify and assess complex problems for area of responsibility
You will need to create solutions in situations which requires an in-depth analysis/evaluation of variable factors
This will require alignment to strategic direction set by senior management when establishing near-term goals
Your primary interaction will be with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach
Some latitude in decision-making is involved, you will act independently to determine methods and procedures on new assignments
You will need to flag risks to clients and Accenture stakeholders and propose action plans where needed
You will need to have an innovative mindset to identify improvement opportunities to optimize processes, decrease costs and increase client value
Decisions that you make in this role will have a major day to day impact on area of responsibility
You will be managing medium - large sized teams and/or work efforts at a client or within Accenture
You would require transformation mindset and eye for identifying automation/process improvement opportunities.
Please note this role may require you to work in rotational shifts.
