Call Center Team Lead
Accenture
San Jose, Costa Rica
hace 6 días

Job Description

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

    Required experience

  • 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
  • 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.

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