Customer Service Team Lead: Ops & Escalations

Accenture in the Philippines; Philippines; On-site; PHP 350,000 - 480,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service Specialist to lead daily supervision of a service team in a Return to Office setup. You will manage workload, assign tasks, and develop team members while acting as a subject matter expert for escalation and client satisfaction.

The role requires ensuring processes align with the service level agreement, reviewing performance, and coordinating with project managers on timelines. Experience in team leadership and operations is preferred.

Qualifications

• Team Lead experience and leadership capability.
• Strong supervisory experience and people-management skills.
• Ability to adapt to various domain skills and industries.
• Experience in coordinating and improving processes.

Responsibilities

• Interpret day-to-day objectives and prepare/execute operational practices for the team.
• Review incoming work for clarity and provide clear directions to staff.
• May perform data entry or other client-related tasks in systems.
• Demonstrate expert knowledge of processes and related systems.
• Manage workloads and schedule to meet deadlines and maintain balance.
• Lead and participate in weekly team calls and meetings; coordinate with managers.

Skills

Team Lead

Leadership

Supervisory

Domain flexibility

Job description

Accenture in the Philippines is seeking a Customer Service Specialist to lead daily supervision of a service team in a Return to Office setup. You will manage workload, assign tasks, and develop team members while acting as a subject matter expert for escalation and client satisfaction.

The role requires ensuring processes align with the service level agreement, reviewing performance, and coordinating with project managers on timelines. Experience in team leadership and operations is preferred.