Team Lead, Customer Service & Operations (Return to Office)

Accenture in the Philippines; Philippines; On-site; PHP 420,000 - 660,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service Specialist with strong team leadership responsibilities and experience supervising a mid-to-large team. The role focuses on overseeing daily operations, ensuring orderly workload distribution, and maintaining service quality in a bustling office setting.

Responsibilities include directing work, reviewing requests for clarity, providing guidance, and driving process improvements.

Qualifications

• Team Lead profile.
• 5+ years of relevant work experience.
• 3+ years supervisory experience.
• Open to resources with any domain skills and industry experience.

Responsibilities

• Interpret day-to-day business objectives and prepare/execute operational practices/work programs.
• Review all incoming work for clarity, provide clear work directions.
• May perform data entry or other client related tasks in various systems.
• Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities.
• May make decisions about day-to-day operation of the group, including workload management and scheduling.
• Manage workloads to ensure even distribution of responsibilities and develop team members with support from supervisor.
• May perform quality reviews on outgoing work to ensure accuracy and consistency.
• Prepare and analyze complex reports and formulate conclusions.
• Ensure client responsibilities align with SOW and SLAs.
• Act as subject matter expert for team members and clients as assigned.
• Plan and facilitate weekly team calls/meetings and assist in new hire integrations.
• May prepare, coordinate and conduct performance appraisals.

Skills

Team Lead

Relevant work experience

Supervisory experience

Domain/industry experience openness

Job description

Accenture in the Philippines is seeking a Customer Service Specialist with strong team leadership responsibilities and experience supervising a mid-to-large team. The role focuses on overseeing daily operations, ensuring orderly workload distribution, and maintaining service quality in a bustling office setting.

Responsibilities include directing work, reviewing requests for clarity, providing guidance, and driving process improvements.