Senior Customer Service Operations Lead

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

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.