Night-Shift Customer Service & Performance Analyst

Accenture in the Philippines; Mandaluyong; On-site; PHP 335,000 - 513,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service Analyst to support a night shift project in Mandaluyong. The role ensures 100% accuracy in resolutions and handles process-related queries from Customer Service.

Responsibilities include leading the team, monitoring adherence, coaching, RCA, handling queued calls, identifying training needs, and maintaining documentation while providing floor support and escalation management.

Qualifications

• At least 2 years of working experience.

Responsibilities

• Lead and motivate the team to achieve targets.
• Monitor schedule adherence using CUIC reports and phone monitoring.
• Provide performance and quality coaching to prevent escalations.
• Perform root cause analysis on service issues.
• Assist with customer calls when queued.
• Identify training needs through monitoring and reviews.
• Develop job aids with Supervisors.
• Provide floor support and report results to management.
• Maintain BE-related documents for the team.
• Handle escalation calls and manage calls and emails as needed.
• Recognize and reward positive behavior and results.
• Motivate continuous improvement.

Skills

Team leadership

Coaching & counseling

Job description

Accenture in the Philippines is seeking a Customer Service Analyst to support a night shift project in Mandaluyong. The role ensures 100% accuracy in resolutions and handles process-related queries from Customer Service.

Responsibilities include leading the team, monitoring adherence, coaching, RCA, handling queued calls, identifying training needs, and maintaining documentation while providing floor support and escalation management.