Job Description
Summary:
The operations team lead supports the general operation of a program’s functioning. He/She is responsible for general supervision and performance of a designated team, and aids the management of the client relationship. He/She also determines daily workload requirements and distribution, performs daily database maintenance and troubleshooting, supports logistics service representatives to achieve process adherence, productivity and quality goals through training and mentoring. Additionally, to provide proactive communication both to and from Clients and OnProcess Management.
Responsibilities:
Demonstrate and adhere to company’s values.
Support their colleagues and is cooperative with the client.
Assist in tracking and controlling the key performance standards. Provides feedback to agents through monthly meetings to effectively improve their knowledge, skills, attitudes and overall presentation.
Track and monitor the agents’work, namely the fulfillment of company and client requirements, in order to maximize the achievement of daily goals.
Distribute the daily work of the team.
Escalate database issues.
Responsible for reporting on various activities: create and analyze Tier I & Tier II client reports (eg escalation files, logistic requests).
Communicate with both internal and external clients.
Act as a first point of contact for escalation from customers.
Escalate specific issues to the appropriate level of management.
Facilitate team communications.
Consistently implement and exceed the company's key performance indicators and quality standards.
Qualifications:
5–8 years of experience in a call center, customer operations, or logistics support environment.
Minimum 2–3 years of experience in a Team Lead / Supervisor role managing agents or service representatives.
Proven experience managing KPIs, productivity, quality metrics, and SLA adherence.
Experience handling customer and client escalations in a service operations environment.
Experience in workload planning, queue management, and daily task distribution.
Strong experience in coaching, mentoring, and performance management of agents.
Experience preparing operational and client performance reports (Tier I / Tier II reporting).
Strong analytical skills with the ability to identify process gaps and drive improvements.
Advanced proficiency in MS Excel for reporting and performance tracking.
Excellent stakeholder communication skills with internal and external clients.
Education/Certification requirement:
BA in appropriate field.
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About Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.