On-Site Senior Customer Service Analyst Lead

Accenture; Philippines; On-site; PHP 480,000 - 600,000; Full time

Job summary

Accenture Philippines is seeking a Customer Service Sr Analyst to supervise a delivery team, manage workloads, and act as a subject matter expert for client-facing operations. The role requires coordinating shifts, guiding associates, and ensuring adherence to the statement of work and SLAs in a fast-paced environment.

Return to Office work setup and collaboration with project managers on large-scale initiatives.

Qualifications

• Tech Team Lead Jr. role in a service delivery context.
• At least 3 years’ relevant experience in Service Delivery.
• At least 3 years supervisory experience.
• With Technical Support experience.

Responsibilities

• Interpret day-to-day objectives and ensure operational practices are executed by the team.
• Review incoming work, provide clear directions, and allocate requests across shifts.
• Manage workload distribution and coach team members for development.
• Perform quality reviews to ensure accuracy and consistency of output.
• Prepare operational statistics and escalate issues to supervisors as needed.
• Plan and facilitate weekly team meetings and participate in project reviews.

Skills

Tech Team Lead Jr.

Supervisory experience

Service Delivery

Technical Support experience

Job description

Accenture Philippines is seeking a Customer Service Sr Analyst to supervise a delivery team, manage workloads, and act as a subject matter expert for client-facing operations. The role requires coordinating shifts, guiding associates, and ensuring adherence to the statement of work and SLAs in a fast-paced environment.

Return to Office work setup and collaboration with project managers on large-scale initiatives.