Senior Multi-Channel Customer Support Lead

Accenture

Hinoba-an

On-site

PHP 900,000 - 1,800,000

Full time

8 days ago

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Job summary

Accenture is seeking a Business Advisory Specialist to oversee a team of contact centre agents providing multi-channel customer support. The role focuses on service excellence, team engagement, and KPI-aligned performance, acting as coach and problem-solver for complaints, orders, and returns.

The candidate should have 7–11 years of experience in customer operations, strong leadership, and familiarity with SAP and Salesforce.

Qualifications

Any Graduation is required.
7–11 years of experience in customer operations or related field.

Responsibilities

Lead, motivate, and coach a team of contact centre agents to achieve targets.
Monitor day-to-day operations across all communication channels.
Support agents in handling complex complaints, escalations, and sensitive consumer cases for timely resolution.
Review team and individual performance data, identify trends, and drive continuous improvement.
Prepare and present daily/weekly/monthly performance reports.
Create concise and impactful operational briefing decks for stakeholder meetings.
Collaborate with end-market team to align on metrics and issue resolution.
Collaborate with cross-functional teams (Supply Chain, Marketing, Finance, IT) to improve processes.
Conduct regular one-on-one and on-the-floor coaching sessions; manage schedules.
Ensure adherence to quality, compliance, and data protection standards.
Utilize SAP and Salesforce to oversee case management, order flows, and performance metrics.
Foster a positive, inclusive, high-performing team culture.
Identify opportunities for upselling and service enhancement through onboarding and coaching.