Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.
Combining unmatched experience and specialized skills across more than 40 industries and all business functions underpinned by the world’s largest delivery network Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders.
With 505,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Key Responsibilities :
Leads low to medium complexity work stream on a project under the direction of a more senior Lead
Manage the project from scoping and requirements through deployment for an end to end project or specific area of a project
Escalate issues to management which cannot be resolved at the program project level
Ensure resolution of cross segment team project issues, risks, and or conflicts and stakeholders clearly understanding on what risks will or will not be mitigated *Report and manage overall project release status back to the project sponsor and stakeholders
Take responsibility for end to end solution delivery, ensuring timely delivery of high quality project deliverables through effective team communications and focus on quality including but not limited to all change requests
Ensure that the project team follows all quality assurance processes, including periodic reviews and transitions Mentor and provide guidance to project resources to continually improve program project productivity
Proactively assign work and provide instructions, advice and technical business leadership and guidance to project staff review work in progress in a timely manner and assess completed work for accuracy, required results and quality
Develops and maintains knowledge of customer and customer specific business environment.
Develops and maintains an understanding of customer Service Level *Agreements and department s product s key performance requirements
Demonstrates understanding of the customer s business needs or market and maintains high customer satisfaction ratings
Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
May promote client products and services by suggesting additional or alternative products to meet customer s needs
Key Requirements :
Bachelor degree or +3 years diploma with preferable experience on ticketing systems
Client Customer handling experience
Excellent customer service skills Proficient in Metrics and Reporting Proficient in MS Office including MS Excel, Word and PowerPoint
Experience managing 10 support professionals Expertise handling escalations and customers Able to balance competing priorities
Previous Experience +3 o 5 years’ experience in Customer
Service Language Requirements Advance English communication skills Written and Oral
Service Language Requirements Portuguese communication skills Written and Oral
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.