Job Description

- Supervise a group of agents, with the main responsibility of coaching, reporting, executing action plans, maintain utilization and day to day operational management



- Ensure achievement of SLA targets



- Conducts daily and weekly meetings to share business updates, conducts RCA to identify drivers impacting performance, and works closely with QAs and Trainers to improve team performance



- Work closely with subject matter experts on escalations as well as manage the queue and productivity of their teams



- Should have solid understanding of workflow, tools used for providing services



- Have experience working as an agent in same/similar workflows





Qualifications

<br/><br/>• Open to College graduate and undergraduate with relevant work experience <br/><br/>• With at least 6 years of work experience in BPO industry with 1 to 2 years of experience as Team Lead <br/><br/>• Previous management experience with service/technical fields within Call Center environment <br/><br/>• Moderate understanding of business process improvement methods and familiarity with Project Management <br/><br/>• Excellent oral and written communication skills <br/><br/>• Proven ability to establish and develop effective teams, manage their performance <br/><br/>• Proven ability to identify training needs and support development of programs <br/><br/>• Proven ability to coach in one-on-one and also in a team setting <br/><br/>• Comfort communicating with all levels of management <br/><br/>• Excellent organizational skills and detail-oriented approach to problem solving <br/><br/>• Proficiency in multi-tasking and prioritization <br/><br/>• Experience training in a classroom environment <br/><br/>• Preferably substantial personal or professional experience using smart mobile technology, such as iPhone, iPad, iTouch, Palm Pre, Amazon Kindle, another eReader, any Android device

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.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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