Senior Customer Service Operations Lead

Accenture in the Philippines; Taguig; On-site; PHP 450,000 - 750,000; Full time

Job summary

Accenture in the Philippines seeks a Customer Service Sr Analyst to supervise a delivery team in a return-to-office setup in Taguig. You will manage workload, assign tasks, and serve as a subject matter expert and escalation point for client requests.

You will interpret objectives, ensure proper execution of processes, review incoming work, and support operational improvements through data analysis and reporting. Leadership and collaboration with project managers are essential.

Qualifications

• Experience leading customer service teams.
• Strong communication and stakeholder management.
• Ability to analyze data and generate actionable insights.

Responsibilities

• Interpret day-to-day business objectives and prepare/execute operational plans and work programs.
• Review all incoming work for clarity and provide clear directions to the team.
• Ensure quality checks on outgoing work and maintain accuracy and consistency.
• Manage workload distribution and adjust scheduling to meet deadlines.
• Act as SME and escalation point for clients and internal teams.

Skills

Team supervision

Operational planning

Quality review

Data analysis

Tools

MS Excel

CRM systems

Job description

Accenture in the Philippines seeks a Customer Service Sr Analyst to supervise a delivery team in a return-to-office setup in Taguig. You will manage workload, assign tasks, and serve as a subject matter expert and escalation point for client requests.

You will interpret objectives, ensure proper execution of processes, review incoming work, and support operational improvements through data analysis and reporting. Leadership and collaboration with project managers are essential.