IDO Manager - Call Center (Level B)

Description
Organization: BPO Business; IDO Manager
Location: Dallas, TX

If you join Accenture, you can make great ideas happen for some of the world's most dynamic companies. With broad global resources and deep technical know-how, we collaborate with clients to cultivate ideas and deliver results. Choose a career at Accenture and enjoy an innovative environment where challenging and interesting work is part of daily life.

The IDO Manager is specifically involved in ensuring Accenture meets our Service Level and operational financial commitments. The IDO Manager is also responsible for leading and ensuring career development of the IDO team.

Responsibilities:
Accountabilities:
• Ensure fulfillment of contractual commitments, including Service Level commitments to the client for applicable lines of business, minimum thresholds obligations to the vendors and achieve supply and demand objectives across all vendors.
• Achieve program operational metrics inclusive of service level threshold objectives of no less than 85% for calls answered less than 120 seconds and call delivery up to 115% or achieve a 70% service level
• Direct operations of IDO team
• Lead IDO team including communication of strategy, allocation of resources, mentoring, performance and human resources practices
• Serve as the primary IDO point of contact with the vendors and the client
• Ensure employee morale and retention
• Meet or exceed cascading objectives that support Popcorn Balanced Scorecard in the areas of Quality, Client Partnership, Economic Performance, and People

IDO Team Management:
• Build, execute, and lead the IDO function
• Interview, hire, train and manage IDO Team Leads, Specialists and Analysts
• Lead IDO team to achieve operational, people, financial and client focus goals

Service Level Management:
• Serve as the primary client contact for Service Level issues and take responsibility for issue resolution
• Monitor Service Levels proactively and reactively using a variety of tools
• React to IDO Service Level variations by working with vendors to match staff to demand and/or reallocate call volumes
• Prepare and deliver regular and ad hoc reports of Service Level performance to client and Accenture management
• Serve as lead point of contact for the client and the vendors for IDO matters

General:
• Drive process improvements and planning
• Remain updated on current on client and Accenture business changes to ensure program compliance
• Maintain a detailed record of activities, actions and impacts

The Ideal Candidate will have:
• Ability to operate autonomously and make decisions real-time that impact the business while staying within the confines of the Accenture/client agreement
• Demonstrated strong leadership skills, particularly with highly diverse teams
• Creative and enthusiastic approach to collaborative development of client relationships and opportunities
• Demonstrated strong structured problem solving abilities and intellectual aggressiveness
• Superior multi-tasking and prioritization skills
• Superior proactive communication skills with internal Accenture teams as well as client
• Ability to work effectively with other Internal teams
• Ability to establish credibility and build effective client relationships
• Ability to thrive in a high visibility and potentially high stress job
• Ability to make quick, high level impacting decisions
• Ability to see big picture and make decisions accordingly
• Possess solid understanding of business and how everything is connected
• A
bility to meet travel requirements, as needed


Our people are our most important asset and we invest considerable resources to provide on-going training that builds and extends professional, technical and management skills in all areas. Your learning program will be determined by the requirements of your specific role but will usually involve specialized skills as well as personal and leadership development. You will work with your manager to determine what skills you need and how to build them.

Accenture is a global management consulting, technology services and outsourcing company. Committed to delivering innovation, Accenture collaborates with its clients to help them become high-performance businesses and governments. With deep industry and business process expertise, broad global resources and a proven track record, Accenture can mobilize the right people, skills and technologies to help clients improve their performance. With more than 123,000 people in 48 countries, the company generated net revenues of US$15.55 billion for the fiscal year ended Aug. 31, 2005. Its home page is www.accenture.com.

Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

We are an Equal Opportunity Employer.
REQUIREMENTS
Qualifications

Basic Qualifications:
• Bachelor's degree preferred plus six years' directly related experience or an equivalent combination of education, training and experience
• Six years or more experience with call center operations in 24-by-7 multi-center environment, call center workforce management, service level agreement creation and maintenance, vendor and contractor management, and project management preferred