Customer Service Operations Lead - Night Shift

Accenture PLC; Mandaluyong; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Accenture PLC in Mandaluyong is seeking a Customer Service Senior Analyst to manage a team and continuously improve operating practices to meet service-level agreements. Responsibilities include leading daily operations, coordinating with the client and onshore teams, and driving process improvements.

The role emphasizes people management, performance coaching, and scheduling to ensure optimal service delivery. Night shift is required, with weekend rest days as applicable to the project.

Qualifications

• At least 3 years solid experience in customer service operations.
• 1 year supervisory experience.
• Strong leadership and people management capability.

Responsibilities

• Manage operations from a process and measurement standpoint.
• Maintain regular communication with the team regarding performance expectations.
• Work with client and onshore teams to define processes and procedures.
• Set and assess performance expectations, create action plans, and provide feedback.
• Conduct briefings and team meetings to share updates and changes.
• Address performance and attendance issues promptly.
• Assist with staff scheduling and forecasting for optimal delivery.
• Develop reward and recognition programs for the team.
• Manage escalated customer inquiries and complaints.
• Apply analytical and data management skills to support decisions.
• Analyze processes and propose improvements.
• Maintain focus on people and team effectiveness.
• Share best practices and drive process improvements or cost reductions.

Skills

Team leadership

People management

Analytical skills

Job description

Accenture PLC in Mandaluyong is seeking a Customer Service Senior Analyst to manage a team and continuously improve operating practices to meet service-level agreements. Responsibilities include leading daily operations, coordinating with the client and onshore teams, and driving process improvements.

The role emphasizes people management, performance coaching, and scheduling to ensure optimal service delivery. Night shift is required, with weekend rest days as applicable to the project.