Senior Customer Service Team Lead — Drive Quality

Accenture in the Philippines; Philippines; On-site; PHP 420,000 - 620,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service Senior Analyst to supervise daily operations of a delivery team in a return-to-office setup. You will manage workload, assign tasks, and develop team members while ensuring service levels align with clients’ SLAs.

The role requires at least 3 years in service delivery with supervisory experience and technical support exposure. You will collaborate with project managers and provide SME guidance to peers and clients.

Qualifications

• Tech leadership experience in delivering services.
• Minimum of 3 years in service delivery supervision.
• Proven supervisory capabilities and team development.
• Experience providing technical support and guidance.

Responsibilities

• Oversee daily operations and supervise a team delivering services.
• Assign tasks, monitor workload, and adjust staffing as needed.
• Ensure process adherence and quality across the team.
• Review work, provide directions, and escalate issues appropriately.
• Coordinate with project managers on timelines and overtime needs.
• Prepare reports and support material for team development.
• Lead team meetings, coach for objectives, and participate in performance discussions.
• Maintain budget guidelines and identify improvement opportunities.
• Act as SME for the team and clients, ensuring SLA compliance.

Skills

Tech Team Lead Jr.

Relevant experience in ServiceDelivery

Supervisory experience

Technical Support experience

Job description

Accenture in the Philippines is seeking a Customer Service Senior Analyst to supervise daily operations of a delivery team in a return-to-office setup. You will manage workload, assign tasks, and develop team members while ensuring service levels align with clients’ SLAs.

The role requires at least 3 years in service delivery with supervisory experience and technical support exposure. You will collaborate with project managers and provide SME guidance to peers and clients.