Job Description

  • 5+ year experience managing large teams (+100) in an outsourcing / call center environment
  • Minimum 2 years’ experience managing call center teams would be beneficial (sales/telesales services would be an advantage)
  • Fluent English
  • Proven success managing multiple parties, subcontractors, client, other vendors etc.
  • Demonstrated ability to meet SLA’s / key metrics
  • Revenue / financial management experience
  • Change Management experience
  • Work Schedule: 9:00-18:00 but please note the  team will cover the following shifts: 10:00 – 19:00; 16:00 – 01:00

Accenture Carnival

Carnival Corporation reimagines guest experiences with high-touch tech.
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Qualifications

Key responsibilities:

  • Responsible of developing the first Customer Service Capability in Accenture Romania
  • Managing, Coaching and Developing a team of 2 Managers that will coordinate the Team Leaders, focusing on quality, productivity, attendance & developmental actions for themselves & supporting this through their teams.
  • Overseeing the work completed in your teams to ensure it is of the highest quality, perform root cause analysis where this is not the case & implement corrective actions.
  • Ensuring that the team operates efficiently, adheres to procedures & policies and meet obligations as set out by the client & Accenture, immediately addressing any situation where this not the case.
  • Implementing strategic change in processes and workflows.
  • Being a primary escalation point for our client, providing timely & professional responses.
  • Managing reporting and metrics of team progression.
  • Allocating resources and responsibilities across the team to deliver business results and develop both existing and new team members.
  • Responsibility for team members’ formal evaluation processes including career development, salary review and performance management.

Benefits package:

  • Professional growth opportunities that recognize individual contributions and performance;
  • Friendly work environment, being surrounded by professional colleagues;
  • An experienced Career Counselor to guide you and check on your progress;
  • Extensive training through a variety of methods – online, classroom, etc;
  • A flexible approach that allows an appropriate work/life balance, where fun outings, sports activities and volunteering initiatives are part of our regular day-to-day life.
  • Attractive and thorough benefits package including: coverage of public transportation, private medical services, private pension, life insurance, gym subscription or medical services for a member of the family, meal vouchers for each working day, interactive library subscription.

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.

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