DE033500-Customer Service Senior Analyst - Mandaluyong, Robinsons Cybergate Tower 2 | Accenture Job

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Customer Service Senior AnalystWORK SETUP: RTO OVERALL PURPOSE: A Senior Analyst is responsible for managing a team while continuously improving operating practices and identifying value-added opportunities that enhance client service delivery. As part of the management team, the Senior Analyst works to ensure service-level agreements are consistently met. RESPONSIBILITIES: Operational Responsibilities• Manage operations from a process and measurement standpoint.• Maintain regular communication with the team regarding departmental and individual performance expectations.• Work with the client, Account Executive, and onshore team to define processes and procedures.• Set and assess representative performance expectations, create individual action plans, and provide regular constructive feedback.• Conduct briefings and team meetings to share team status updates, process updates, policy changes, and procedure changes.• Address performance and attendance issues promptly and consistently.• Assist with staff scheduling and forecasting to maintain optimal service delivery.• Develop reward and recognition programs for the team.• Manage escalated customer inquiries and complaints.• Apply strong analytical and data management skills to support operational decisions.• Analyze processes and consistently propose improvements.• Maintain a strong focus on people and team effectiveness.• Share best practices across the process and facilitate process improvement or cost-reduction initiatives.• Build effective working relationships with onshore teams and other stakeholders to manage process changes and metrics.• Drive business excellence across the operation.People Management Responsibilities• Manage direct reports from Level 11 to Level 13.• Demonstrate strong leadership and people management capability.• Identify training needs for team members.• Coach individuals on performance improvement tactics while recognizing and providing positive feedback to those performing above expectations.Client and Customer Responsibilities• Build and maintain strong client relationships.• Drive productivity within the assigned process.• Manage day-to-day operations in alignment with service-level agreements.• Ensure seamless service delivery and manage all aspects of the operational team. OTHERS: Project Shift Schedule: Night ShiftProject Rest Day: Weekend OffProject/Team Location: Mandaluyong, Robinsons Cybergate Tower 2

Standard Team Lead profile; no domainAt least 3 years solid experience; 1 year supervisory experience

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