Accenture

BPO Operations Team Lead (EH 912)

Accenture

September 14, 2021


Go through a faster and more convenient recruitment process today and be part of one of the biggest and most stable organizations in the world!
Responsibilities:
  • Oversees customer service representatives whose primary function is to handle customer service inquiries via inbound calls
  • Acts as the staff’s first escalation point for all types of issues (people, process and technology)
  • Accountable for the overall skill/competency and development of his/her direct reports through performance coaching, mentoring and talent development efforts
  • Accountable for overall service level performance of associates according to established policies and business rules set by the client
  • Assists the Operations Customer Contact Manager in overall day to day operations through an effective monitoring and management of team performance
  • Responsible for maintaining contractual and regulatory compliance by knowing, understanding, correctly interpreting, and accurately applying requirements, regulations and standards. Reports suspected or confirmed issues on the same day of discovery to the manager and/or the Compliance Department
  • Responsible for ensuring staff’s understanding of contractual and regulatory requirements and reporting immediately all suspected or confirmed issues or concerns to a manager and/or the Compliance Department
  • Provides leadership, mentoring, and supervision of staff
  • Responsible for reporting known or suspected data breaches or fraud on the day of discovery to the Compliance Department, and for conducting follow up investigation as needed

Qualifications:
  • Open to College graduates and College undergraduates with relevant work experience
  • At least 5 years of experience in BPO industry
  • Must have a least 1 to 2 years of supervisory experience
  • Must have working knowledge in Telephony Systems & Technology
  • Business level fluency in both written and spoken English
  • Excellent computer navigation and data organizational skills with ability to learn new systems, tools, applications
  • Must have experience handling client escalations, troubleshooting problems and resolving customer issues from device, to billing, to service concerns
  • Working knowledge of Life and Disability insurance management process and ability to interpret and apply member contracts and benefits is an advantage

How to apply?
Apply in Indeed
  • Click on “Apply Now” to submit your application and upload your updated resume with your photo.

Why join Accenture?
  • Competitive salary package, company bonuses, and performance incentives
  • Night differential
  • Loyalty, Christmas gift, Inclusion and diversity benefits
  • Paid sick and vacation leaves
  • Expanded maternity leave up to 120 days*
  • HMO coverage (medical and dental) from day 1 of employment
  • Life insurance
  • Employee stock purchase plan
  • Retirement plan
  • Flexible working arrangements
  • Accessible locations
  • Healthy and encouraging work environment
  • Career growth and promotion opportunities

*Terms and Conditions Apply
Job Types: Full-time, Permanent
Supplemental Pay:
  • 13th month salary
  • Overtime pay
  • Performance bonus

Experience:
  • Phone Call Center: 5 years (Required)
  • BPO Operations Team Lead: 2 years (Required)