Job Description
JOB DESCRIPTION
RESPONSIBILITIES:
• Production Supervision and Support
• Coordinates individual and team work assignments
• Monitors work load balancing
• Supports high quality work through a positive environment
• Monitors team members performance with the focus on improvement
• Service Level Agreements and Performance Metrics
• Ensures individual and team service levels are met or exceeded
• Assists in reviewing daily, weekly and monthly service levels and provides recommendations for improvements
• Front line contact for questions or issues surrounding service levels
• Quality
• Participates in providing feedback to the Quality team for improvement suggestions
• Works with auditing resources on individual and team error trends
• Ensures timely feedback is provided to individuals and teams on quality issues, changes or trends
• Performance Management
• Assists in the creation of Performance Improvement Plans (PIPs) for Team Members not meeting expected production or quality targets, monitors program for a defined period
• Provides suggestions to Management on unit performance, including motivation tactics, incentive programs and performance rewards
Qualifications
JOB QUALIFICATIONS
• At least 5 to 7 years of BPO Operations experience (3 years supervisory)
• Accurate, efficient and organized within daily responsibilities
• Adaptable to learn new processes, concepts, and skills
• Demonstrates the ability to work as part of a team
• Written and spoken ability to communicate in English for Accenture interaction
• Microsoft Office skills
• A good team player and be able to communicate easily with Accenture, Client and third parties staff at all levels
