Job Description

Helpdesk Supervisor ensures service delivery within agreed speed, quality, and cost through effective people management. He/She manages various stakeholders across the organization and provide additional value through process improvement ideation and execution.







• Oversee Helpdesk team to ensure customer service level agreement and contractual obligations are met.







• Effectively manage various stakeholders such as but not limited to Workplace Location Leads and I.T.







• Effectively conduct service performance reviews with stakeholders, with the supervision of the manager.







• Effectively plan capacity to manage workload, resources across locations, shifts, of varying skills, and technology.







• Conduct quality spot-checks and coaching to ensure process adherence among Helpdesk Agents.







• Conduct training for new joiners, agent development, process improvements and new scope.







• Manage escalations, conduct root cause analysis and take corrective actions and preventive actions.







• Coach Helpdesk Agents to ensure quality and timely customer service is provided to Accenture employees. Train, establish and instill Operational Excellence work style and mindset among team members.







• Drive process improvement by providing insightful analytics, by conducting research to assist with design and implementation, by partnering with various stakeholders in conducting impact analysis and getting buy-ins and by ensuring process changes are implemented as planned.







• Carry out any other duties within the defined scope that may be assigned from time to time.









Qualifications

<br/><br/>• Graduate of Bachelor’s Degree <br/><br/>• Must have experience in Operations, Performance, Escalations Management <br/><br/>• Good to have the following: o Preferably from call center environment o Preferably combination of voice and non-voice o Worked with onshore clients o 5 years Supervisory role and handled at least 12-20 people o Can work with large data using Excel - Pivot, Vlookup, Data visualization, Presentation and Analytics o Can design presentation materials and present in large group and upper management level <br/><br/>• Temporarily Work from Home <br/><br/>• Work Location: Boni, Mandaluyong <br/><br/>• Work schedule: Shift Rotation

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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