Contact center team lead (english)

Descripción general

Accenture solves our clients' toughest challenges by providing unmatched services in strategy, consulting, digital, technology and operations. We partner with more than three-quarters of the Fortune Global 500, driving innovation to improve the way the world works and lives. With expertise across more than 40 industries and all business functions, we deliver transformational outcomes for a demanding new digital world.Accenture solves our clients’ toughest challenges by providing unmatched services in strategy, consulting, digital, technology and operations. We partner with more than three-quarters of the Fortune Global 500, driving innovation to improve the way the world works and lives. With expertise across more than 40 industries and all business functions, we deliver transformational outcomes for a demanding new digital world.



Responsibilities

Ultimate oversight of the testing standards, guidelines, and testing methodology as specified in the testing approach
Ensure highest level of quality
Establish testing tools and standards
Review the development process to ensure that defect tracking (identification, fixing, re-testing and migration of defects) is properly addressed. If not, define the defect tracking process and incorporate it into the overall development process
Determine and meet time estimates and schedules for testing efforts
Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training
Performs customer request/problem identification and follows defined procedures to resolve correctly
Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution
Develops and maintains knowledge of customer and customer specific business environment
Develops and maintains an understanding of customer Service Level Agreements and department's/p

Requisitos para aplicar

Skills Requirements

Bachelor degree or 3 years diploma with preferable experience on Service Now/ticketing systems
Good communication and written skills in English
Client/Customer handling experience
Excellent customer service skills
Proficient in Metrics and Reporting
Proficient in MS Office including MS Excel, Word and PowerPoint
Should be capable to take initiatives, team player
Should be capable to do training with customers
Develops and maintains good working relationships with others
Acts confidently in uncertain circumstances; works effectively in ambiguous situations
Takes well thought-out action to achieve a specific impact
Positive, energetic, enthusiastic attitude
Proven problem-solving skills and the ability to think critically; and use a logical approach to determine the best solution/innovative ideas in ambiguous situations where minimal information is provided



Previous Experience

2+ years experience as a Team Lead in customer service.
Language Requirements: Excellent English communication skills (Written and Oral)


Good to have

Technical Certifications like ITIL, MOF, A+, Network +, Security +, CCNA, MCP, MCSP etc
Knowledge of HTML, XML, Javascript or CSS is a plus