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Accenture

Call Center Team Lead

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.

Requirements

• 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 .

Skills

•Communicating Effectively
•Creating Business Value
•Building & Maintaining Relation
•Attention to detail.
•Customer Service.
•Team Work
•Training Skills
•Adaptability
•Creative Problem-Solving

 

 

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Created by Alex Volkov