As a Delivery Lead Associate Director in Call Center Operations, you will lead a high-performing team of 1500+ FTEs across multiple programs and clients. You will be responsible for strategic delivery, operational excellence, client satisfaction, and talent development. This role demands a seasoned leader with deep experience in large-scale contact center environments, strong analytical and communication skills, and a passion for driving transformation and continuous improvement.

Key Responsibilities

Strategic Leadership & Delivery

• Own end-to-end delivery of call center operations across multiple lines of business.
• Define and execute operational strategies aligned with client goals and SLAs.
• Lead transformation initiatives including Gen 4/5 automation, digital enablement, and process optimization.

Operational Excellence

• Monitor and improve KPIs such as CSAT, NPS, AHT, FCR, and quality scores.
• Drive continuous improvement through Lean Six Sigma or similar methodologies.
• Ensure compliance with regulatory and client-specific requirements.

Financial & Resource Management

• Manage P&L, budgeting, forecasting, and cost optimization.
• Oversee workforce planning, capacity management, and utilization.
• Design and implement performance scorecards and dashboards.

Client & Stakeholder Engagement

• Serve as the primary point of contact for senior client stakeholders.
• Lead governance meetings, QBRs, and strategic planning sessions.
• Collaborate with cross-functional teams to support new business opportunities.

Talent Development & Culture

• Build and nurture a high-performing leadership team.
• Drive employee engagement, retention, and succession planning.
• Champion diversity, equity, and inclusion across the organization.

Education & Experience

• Master’s degree in Business Administration, Finance, Operations, or related field.
• 15+ years of experience in call center/BPO operations, with at least 8 years in a senior leadership role managing 1500+ FTEs.

Skills & Competencies

• Proven ability to lead large-scale operations and drive measurable results.
• Strong analytical skills with experience in data-driven decision-making.
• Excellent communication skills in both English and Spanish (100% proficiency/C1).
• Expertise in client management, stakeholder engagement, and change leadership.
• Familiarity with digital tools, CRM platforms, and workforce management systems.
• High Adaptability

Requirements

• Initial Travel Requirement
• Premium Client Management:

Leadership Attributes

• Strategic thinker with a bias for action.
• Inspirational leader who develops talent and fosters a culture of excellence.
• Resilient and adaptable in fast-paced, high-pressure environments.
• Balanced Leadership Focus: 50% focused on strategic decision-making and client interaction, and 50% on-the-floor presence with teams
• People-Centered and Approachable:

Preferred Certifications

• Lean Six Sigma (Green Belt or higher)
• PMP or equivalent project management certification
• COPC or similar call center quality frameworks

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 

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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.