DE033405-Customer Service Sr Analyst

Accenture in the Philippines; Taguig; On-site; PHP 450,000 - 750,000; Full time

Job summary

Accenture in the Philippines seeks a Customer Service Sr Analyst to supervise a delivery team in a return-to-office setup in Taguig. You will manage workload, assign tasks, and serve as a subject matter expert and escalation point for client requests.

You will interpret objectives, ensure proper execution of processes, review incoming work, and support operational improvements through data analysis and reporting. Leadership and collaboration with project managers are essential.

Qualifications

• Experience leading customer service teams.
• Strong communication and stakeholder management.
• Ability to analyze data and generate actionable insights.

Responsibilities

• Interpret day-to-day business objectives and prepare/execute operational plans and work programs.
• Review all incoming work for clarity and provide clear directions to the team.
• Ensure quality checks on outgoing work and maintain accuracy and consistency.
• Manage workload distribution and adjust scheduling to meet deadlines.
• Act as SME and escalation point for clients and internal teams.

Skills

Team supervision

Operational planning

Quality review

Data analysis

Tools

MS Excel

CRM systems

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 Customer Service Sr Analyst 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 leads 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 escalate 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