Interpret day-to-day business objectives and prepare / execute operational practices / work programs. Ensure proper execution of processes by team
Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately
May perform data entry or other client related tasks in various systems, as required
Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities
May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling.
Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours
Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor or workforce planner
May perform and / or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and consistency
Identify and assist with development of support materials for team use, e.g., training manuals, role aids, and views in databases
Prepare and analyze complex reports / information and formulate conclusions
Graduate of any 4 year degree course, preferably IT or ECE
ITIL v3 Foundations Certified preferred
Experience in Supervisory experience
Experience in Service Management
Excellent verbal and written English communications skills
Voice support experience (minimum 1 year) in Customer Service / Telco
Must have strong interpersonal skills
Proficiency with Microsoft Office Suite is a plus
With strong analytical and decision-making skills. A fast learner and must have the desire to work in a client facing environment
Equal Employment Opportunity Statement
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.