Customer Service Team Lead
Accenture
Rica Heredia, Costa
hace 3 días

Job Description

The Team Leadis acollaboratorwith astrongbackground in aproduct data market (web scale),such asdata analysis and verification,performand maintain metrics and provide leadership and strategies for their team.

Apply knowledge of processes and related systems to assist in identifying, assessing and resolving issues / problems.Resolveissues when faced with tasks / problems outside the scope of the work.

Develop and maintainthe team sproduct knowledge, industry knowledge, and business and professional skills.

Key Responsibilities / Activities

  • 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
  • Skills Requirements

    Bachelor s degree or 3 years diploma or equivalent experience with preferable experience in contact centers

    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

    5 years of 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.

    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.

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