DE033500-Customer Service Senior Analyst

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

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:

• 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 domain
• At least 3 years solid experience; 1 year supervisory experience

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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