Job Description

• Effectively performing responsibilities by demonstrating an expert knowledge of processes and related systems

• Managing work assignments, workload, equipment, staffing and scheduling, and information between shifts

• Managing workloads to ensure even distribution of responsibilities

• Providing development opportunities, with the assistance of the team lead

• Ensuring proper execution of processes by team, quality review checks on outgoing work within immediate team to ensure accuracy and consistency

• Identifying and assisting with developing support materials for team use

• Addressing escalations and resolving customer contact requests (calls)

• Interpreting day-to-day business objectives and preparing operation practices.

• Preparing and analyzing reports and providing conclusions or recommendations.



Qualifications

• Bachelor’s degree holder or undergraduates who have completed at least 2 years of college education • Must have at least 3 - 5 years of supervisory experience in BPO industry • Experience in handling client escalations, troubleshooting problems and resolving customer issues • Experience in client communications (internal and external clients) • Can easily grasp basic technical concepts • Background in project coordination or handling multiple accounts at once, quality calls, complete phone audits • Willing to work in Accenture Ilocos • Willing to go back on-site once recalled

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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