DE033500-Customer Service Senior Analyst

Accenture; Mandaluyong; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Accenture is seeking a Customer Service Senior Analyst in Mandaluyong to lead a team and optimize client service delivery. The role focuses on meeting SLAs, coaching staff, and driving continuous process improvements within a Night Shift project setup.

Responsibilities include overseeing operations, communicating performance expectations, and managing escalations while collaborating with onshore teams to ensure seamless service delivery.

Qualifications

• Minimum 3 years solid experience; 1 year supervisory experience.

Responsibilities

• Manage operations from a process and measurement standpoint.
• Maintain regular communication with the team regarding performance expectations.
• Set and assess representative performance expectations; create action plans and provide feedback.
• Conduct briefings and team meetings to share updates and changes.
• Address performance and attendance issues promptly and consistently.
• Assist with staff scheduling and forecasting to maintain service delivery.
• Develop reward and recognition programs for the team.
• Manage escalated customer inquiries and complaints.
• Apply data management and analytical skills to support decisions.
• Share best practices and drive process improvements across teams.

Skills

People management

Team leadership

Process improvement

Data analysis

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 Senior Analyst

Work Setup:

RTO

Overall Purpose:

A Senior Analyst is responsible for managing a team while continuously improving operating practices and identifying value-added opportunities that enhance client service delivery. As part of the management team, the Senior Analyst works to ensure service-level agreements are consistently met.

Responsibilities:

Operational Responsibilities

• Manage operations from a process and measurement standpoint.
• Maintain regular communication with the team regarding departmental and individual performance expectations.
• Work with the client, Account Executive, and onshore team to define processes and procedures.
• Set and assess representative performance expectations, create individual action plans, and provide regular constructive feedback.
• Conduct briefings and team meetings to share team status updates, process updates, policy changes, and procedure changes.
• Address performance and attendance issues promptly and consistently.
• Assist with staff scheduling and forecasting to maintain optimal service delivery.
• Develop reward and recognition programs for the team.
• Manage escalated customer inquiries and complaints.
• Apply strong analytical and data management skills to support operational decisions.
• Analyze processes and consistently propose improvements.
• Maintain a strong focus on people and team effectiveness.
• Share best practices across the process and facilitate process improvement or cost-reduction initiatives.
• Build effective working relationships with onshore teams and other stakeholders to manage process changes and metrics.
• Drive business excellence across the operation.

People Management Responsibilities

• Manage direct reports from Level 11 to Level 13.
• Demonstrate strong leadership and people management capability.
• Identify training needs for team members.
• Coach individuals on performance improvement tactics while recognizing and providing positive feedback to those performing above expectations.

Client and Customer Responsibilities

• Build and maintain strong client relationships.
• Drive productivity within the assigned process.
• Manage day-to-day operations in alignment with service-level agreements.
• Ensure seamless service delivery and manage all aspects of the operational team.

Others:

Project Shift Schedule: Night Shift Project Rest Day: Weekend Off Project/Team Location: Mandaluyong, Robinsons Cybergate Tower 2

Standard Team Lead profile; no domainAt least 3 years solid experience; 1 year supervisory 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 atwww.accenture.com

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