BPO Operations Team Lead

Accenture Manila


Cybergate Street, Mandaluyong City, Metro Manila, Philippines

100 Openings

> 5 yr


Basic Salary : 45000/Month

Total Guaranteed Allowance : Confidential

Job Pitch

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! Join now and receive a Signing Bonus*!

Job Description

Duties and Responsibilities: •Support decisions about the day-to-day operation of the teams including management of work assignments and information between shifts, approach regarding workload, equipment, staffing, and scheduling •Includes adjusting work hours to meet deadlines, e.g., overtime, evening and weekend hours •Manage workloads to ensure even distribution of responsibilities and provide development opportunities, with assistance from team lead •Ensure proper execution of processes by team, quality review check on outgoing work (e.g., proof data entry, correspondence) 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 reports/information and formulate conclusions •Ensure all of customer specific business, industry knowledge and ensure compliance of customer •Statement of Work, Service Level Agreements and department's/product's key performance requirements are met by the team •Address escalations and resolve call customer contact requests received by mail, web or email to resolve customer issues or recommend products or services, e.g., request bill payment, follow up on customer issues •Interpret day-to-day business objectives and prepare/execute operational practices/work programs. •Must have strong interpersonal skills Qualifications: •Bachelor’s degree holder •Must have at least 5 years of overall experience in BPO Operations •Must have at least 1 to 2 years of experience as BPO Team Lead •Must have an experience in handling client escalations, troubleshooting problems and resolving customer issues from device, to billing, to service concerns •Must have an experience in a customer facing role •Good stakeholder management skills •Ability to be highly flexible and react swiftly to changing priorities and urgent situations *Terms and conditions apply

Skill Required

  • Strong Communication Skills
  • Positive Attitude
  • Empathetic to Customers
  • Attention to Detail
  • Open to Flexible Schedules
  • Calm Under Pressure
  • Analytical Skills
  • Problem Solving Skills
  • Creative Thinker

Qualification Required

  • College Graduate

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