Measurement & Report Associate Manager

Skill required: Sales Operations

• Sales Operations & Execution Analytics
  Designation: Measurement & Report Associate Manager
  Qualifications: Any Graduation
  **Years of Experience:**10 to 14 years
  About Accenture
  Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
  What would you do? Transforming sales to become a future-ready and digital B2B revenue engine.
  Sales Operations involves managing and supporting the processes that drive a company s sales efforts. This includes sales planning, data analysis, performance tracking, and process optimization. The goal is to improve sales efficiency and effectiveness. Effective sales operations help streamline workflows and support the sales team in achieving their targets. It is essential for driving revenue growth and business success.
  Measures and evaluates sales data to determine the effectiveness of a product, sales process, or campaign. It helps internal performance data, along with external market and competitor research, to craft sales strategy and achieve sales goals.
  What are we looking for? "Customer & Technical Service Support Manager is responsible for overseeing a team of customer service representatives and technical support specialists, ensuring efficient resolution of customer inquiries and technical issues, maintaining high customer satisfaction levels, and driving continuous improvement within the support operations by analyzing data and implementing process changes; key duties include managing staff performance, training, coaching, setting service level agreements, and collaborating with other departments to address complex customer concerns.

Key Responsibilities:

Customer Support Operations:

Manage day-to-day customer support operations, ensuring timely responses to customer inquiries across various channels (phone, email, chat, Web and Social Media).
Establish and monitor key performance indicators (KPIs) like customer satisfaction/Net Promoter Score, resolution time, and first contact resolution rate.
Analyze customer feedback to identify trends and areas for improvement.
Implement process improvements to streamline customer support workflows.

Technical Support Oversight:

Provide guidance and support to technical support specialists on complex technical issues.
Ensure the team has the necessary tech
Roles and Responsibilities: "Customer & Technical Service Support Manager is responsible for overseeing a team of customer service representatives and technical support specialists, ensuring efficient resolution of customer inquiries and technical issues, maintaining high customer satisfaction levels, and driving continuous improvement within the support operations by analyzing data and implementing process changes; key duties include managing staff performance, training, coaching, setting service level agreements, and collaborating with other departments to address complex customer concerns.

Key Responsibilities:

Customer Support Operations:

Manage day-to-day customer support operations, ensuring timely responses to customer inquiries across various channels (phone, email, chat, Web and Social Media).
Establish and monitor key performance indicators (KPIs) like customer satisfaction/Net Promoter Score, resolution time, and first contact resolution rate.
Analyze customer feedback to identify trends and areas for improvement.
Implement process improvements to streamline customer support workflows.

Technical Support Oversight:

Provide guidance and support to technical support specialists on complex technical issues.
Ensure the team has the necessary technical knowledge and tools to resolve customer problems effectively.
Monitor technical support performance and identify opportunities for training and development.
Escalation Management:
Handle escalated customer issues requiring immediate attention or complex resolution.
Collaborate with other departments like sales, engineering, and product development to resolve escalated issues.

Reporting and Analysis:

Generate reports on customer support metrics and trends to identify areas of improvement.
Analyze customer data to identify potential issues and proactively address them.
Present findings and recommendations to senior management.

Team and Performance development:

Own all facets of performance and career management for the team.
Expected to mentor all members in order to maintain a well-rounded, world class organization. This includes project management, quality audits and coordination of training sessions as well as day to day oversight of the team.
Own and be accountable for the output and performance of your team.
Operational Excellence:
Uphold and continue to drive operational excellence across the site and globe.

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.