DirecciónThe CRM Service Desk Team Lead Plan, organize, lead, and control processes, people, and tools to deliver good customer experience within agreed speed, quality, and cost.
Supervise Representatives including the assignment of work, on-the-job training, communication of expectations, Oversee the delivery of quality, productivity
To work in a high performing centralized environment aiding virtual customers.
- Manage a team who will actively participate in user acceptance tests, data migration and other prelaunch activities of tools.
- Monitoring the service levels on the floor, ensuring that the SLA is maintained. Report performance on daily basis and investigate unusual / undesirable results.
- Plan, organize and control tools change requests to properly manage competing priorities within allotted budget. Work with the development team and clients to properly set expectations and ensure smooth delivery of new requests and enhancements.
- Generate reports, develop actionable insights and recommendation, and articulate them effectively to compel stakeholders specially decision-makers to take actions.
- Develop and maintain positive relationships with clients and partners across the globe. Resolve issues in a tactful and expedient manner for short-term solutions, and effectively plan for long-term solutions.
- Develop direct report to improve required skills, set direct report for success and ensure high people engagement among team members.
- Advise and enable stakeholders in their goals to improve service, save on cost and mitigate risks. Use powerful techniques such as data storytelling and PowerBI / bots / tools as applicable.
- Generate and validate reports for various business requirements, such as but not limited to status reports, scorecards, dashboards, etc.
Provide insights on transaction trends such as but not limited to, usual requests or inquiries, customer behaviors, internal or cross-functional process changes impact.
- Analyze data; assess opportunities for improving performances while driving efficiencies, and operational excellence.
- Actively participate in all process improvements stages : conceptualization, implementation and continuous process improvements.
- Operate according to established process and guidelines of Accenture Operations Excellence (OPEX).
- Identify opportunities to expand knowledge bases and / or initiate process improvements. Work with team members to evaluate the downstream impact of improvements, and upon approval, oversee the development of the appropriate on-the-job training materials and training sessions
- Respond to the unique reporting requirements of the Operations / Cross functional departments on real-time / Adhoc basis.
- Participate in Quality Assurance activities to monitor proficiency, productivity and quality of Service Delivery direct reports
- Analyze data; assess opportunities for improving performances while driving efficiencies, and operational excellence. Analysis on reporting to increase efficiency of reporting and hence to notify the Operations about any upcoming issue and the trends and suggesting the ways of improving the process.
- Manage the training and development of team members to increase / update knowledge and skills
- Responsible for data retrieval, generate statistical reports & document. Researching, evaluating and tracking in-depth data of critical processes.
Preparation of MIS on daily, weekly, monthly and quarterly basis for top management analysis. MIS and reports are to be stored / documented making it easily accessible to the management.
- Leading / Participating in the Monthly Service Performance review calls with the service management teams and the Stakeholders
- Perform team administration and human resource management functions according to Accenture policy and requirements - recruitment, career development, coaching, mentoring, objective-setting
- Raise issues around process, staffing and policies to the appropriate management level. Collaborate with process lead to identify improvements and / or develop solutions to persistent concerns.
Qualifications :
Skills and Experience :
- Graduate or equivalent. 7-8 years’ experience in yrs shared service / processing experience or workforce management or related domains
- Knowledge of space utilization and facilities management.
- Knowledge of supervisory practices and principles.
- Possess excellent communication skills, both written and verbal
- Convincing / negotiation skills
- Maintain a focus on Customer service.
- MS Excel skills
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