Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services.
We combine unmatched experience and specialized capabilities across more than 40 industries powered by the world’s largest network of Advanced Technology and Intelligent Operations centers.
With 505,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises.
Visit us at www.accenture.com. 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
READ MORE OF THE JOB DESCRIPTION
Advance English communication skills (Written and Oral)
Bachelor’s degree or with preferable experience on ticketing systems
At least 2 years of experience managing teams in customer support or call center
Experience managing 10+ support professionals
Client / Customer handling experience
Excellent customer service skills
Proficient in Metrics and Reporting
Proficient in MS Office including MS Excel, Word and PowerPoint
Expertise handling escalations and customers
Previous Experience +3-5 years’ experience in Customer Service
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