DE033403-Customer Service Sr Analyst

Accenture Infrastructure and Capital Projects, LLC; Philippines; On-site; PHP 800,000 - 1,000,000; Full time

Job summary

Accenture Infrastructure and Capital Projects, LLC is seeking a Customer Service Senior Analyst to supervise a delivery team, manage workloads, and serve as SME for client engagements. The role supports day-to-day operations, quality checks, and process improvements within a return-to-office setup at the Taguig site.

The ideal candidate brings 3+ years in service delivery with at least 1 year in supervision and is comfortable coordinating with project managers and senior client representatives.

Qualifications

• 3+ years of experience in Service Delivery.
• 1+ year of supervisory experience.
• Willing to work in a rotation schedule and return-to-office model.
• Open to resources with any domain skills and industry background.

Responsibilities

• Interpret day-to-day objectives and prepare/execute operational practices.
• Review incoming work for clarity and provide clear directions.
• May perform data entry or other client-related tasks in various systems.
• Demonstrate expert knowledge of processes and related systems.
• Manage day-to-day operations including workload, scheduling and overtime as needed.
• Provide development opportunities and support for team members.
• Perform quality reviews on outgoing work for accuracy and consistency.
• Develop training materials and job aids for team use.
• Prepare and analyze complex reports and formulate conclusions.
• Ensure client SLAs and SOA are met per the statement of work.
• Act as subject matter expert for team, peers, and clients.
• May contact senior client representatives as needed.
• Identify improvements in procedures/processes to gain efficiency.
• Direct work within budget guidelines.
• Meet with project managers to plan timelines and overtime needs.
• Analyze quality audits and implement process improvements.
• Provide operational statistics and escalate issues to supervisor.
• Plan weekly team calls/meetings and participate in onboarding of new hires.
• Develop annual team objectives and coach the team to meet them.
• Prepare performance appraisals and advise on career progression.

Skills

Team Lead

Service Delivery experience

Supervisory experience

Domain skills flexible

Job description

—ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE— POSITION TITLE: Customer Service Sr Analyst WORK SETUP: Return to Office OVERALL PURPOSE: The Service Delivery Team Lead is responsible for daily supervision of a team (e.g. delivery, process). They manage the workload of the team, may make work assignments, and have responsibility for developing team members. This job also operates as a subject matter expert and maybe escalation POC.

RESPONSIBILITIES

• Interpret day-to-day business objectives and prepare/execute operational practices/work programs.? Ensure proper execution of processes by team
• Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately
• May perform data entry or other client related tasks in various systems, as required
• Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities
• May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling.? Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours
• Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor or workforce planner
• May perform and/or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and consistency
• Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases
• Prepare and analyze complex reports/information and formulate conclusions
• Ensure that all of the client responsibilities occur in accordance with the statement of work and service level agreement with client(s)
• Act as subject matter expert for team members, peers and/or clients as assigned
• May act as a point of contact for senior client representatives
• Anticipate, identify, and assess complex issues/problems.? Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to supervisor and assist other team leaders with resolutions, as needed
• Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; execute implementation of improvements
• Required to direct work within clear budget guidelines
• Meet with project managers on large or complex projects to determine format, plan the project timeframe and estimate the project’s overtime needs
• Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables
• Assist with providing operational statistics and escalating operational issues to supervisor
• Plan and facilitate weekly (as required) team calls/meetings.? May present and facilitate at group meetings and new hire integrations; may develop presentation content
• May create annual team objectives with supervisor approval. Monitor and coach team to meet objectives
• May prepare, coordinate and conduct performance appraisals, and counsel employees on career and performance/disciplinary issues.

OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Taguig, Uptown Bonifacio Tower 2

SKILL AND QUALIFICATIONS

• Team Lead profile
• At least 3 years’ relevant experience in Service Delivery
• At least 1-year supervisory experience
• Open to resources with any domain skills and industry experience

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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