Workplace Service Dev Specialist

About Accenture: Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries,we offer Strategy and Consulting,Technology and Operations Services, and Accenture Song - all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com OVERALL PURPOSE OF JOB CRM Team Lead ensures service delivery within agreed speed, quality, and cost through effective people management. He / She manages various stakeholders across the organization and provide additional value through process improvement ideation and execution. Work Timings: 24[*]7 Rotational Shifts / Based on Business requirements. Work Location: Bangalore Roles and Responsibilities: • Supervise CRM team members including the assignment of work, on-the-job training, communication of expectations, and providing development and career opportunities. • Oversee the delivery of quality, productivity, and timely customer support across processes. Continuously liaise with the key stakeholders across & ensure timely delivery. • Provide a positive work environment; promote a High Performing and people centric culture. • Monitor and assign incoming case work. Follow up with Subject Matter Experts on any open cases within the scope. Determine the appropriate next course of action for cases that are unique or require exceptions to standard policy. • Identify opportunities to expand knowledge bases and/or initiate process improvements. Work with team members to evaluate the down-stream impact of improvements, and upon approval, oversee the development of the appropriate on-the-job training materials and training sessions. • Participate in Quality Assurance activities to monitor proficiency, productivity and quality of Service Delivery direct reports. • Flexible to work in Night shifts. • Leading / Participating in the Monthly Service Performance review calls with the service management teams and the Stakeholders. • Supporting leadership to ensure alignment of strategy throughout the function. Facilitate and participate in regular team discussions, facilitating teamwork and ensuring the Service Centre team regularly plans and discusses ideas and issues. • Working with multiple teams leads and/ or different functions and is responsible for creating an inclusive working environment for all of the team members. • Perform team administration and human resource management functions according to Accenture policy and requirements - recruitment, career development, coaching, mentoring, objective-setting. • Manage staff to resolve all employee/vendor inquiries and transactions; assume ownership over open or escalated cases. Assign work to staff, ensure that work meets all quality and service level standards. • Raise issues around process, staffing and policies to the appropriate management level. Collaborate with CRM Lead to identify improvements and/or develop solutions to persistent concerns. • Experienced supervisor demonstrates positive leadership and management style. Customer-oriented; seeks solutions that will provide value to end-user. • Ensure client satisfaction / VOC monitoring performance levels and surveying client experience. • Intermediate knowledge of scheduling and real time principles and strategies, including agent skilling, shrinkage, AHT, and call routing.Knowledge and Skills Requirements: • Graduate in any discipline • Minimum 8 Year of experience in Customer relationship management and Team management. • Drove business decisions through profitability analysis / data insight. • Good knowledge of data analysis techniques • Good planning / organizational skills • Highly customer focused. • Experience using and developing outputs for reporting and visualization tools for e.g., Advance MS Office and CRM tools. • Meticulous attention to detail • Think laterally and pragmatically. • Strong verbal and written communication skills. Good telephone etiquette skills. Able to communicate over the phone effectively. • Able to deal with high stress situations. • Proven track record for improving process efficiencies and solving problems. JOB REQUIREMENTS Functional competencies Competency Name Proficiency Level (Refer Defn. below) Comments Operations Management Skilled Preferably from call center environment Customer Service Skilled Preferably combination of voice and non-voice Stakeholder Management Skilled Worked with onshore clients Performance Management Skilled Handled at least 12 people Escalations Management Skilled Analytical Skills Skilled Can work with large data using Excel Presentation Skills Skilled Can design presentation materials and present in large group and upper management level Proficiency Level Definition Trained(T) - Attended a training course on this skill and/or has had brief exposure to this skill. - Uses basic terminology in regard to the skill. - Recognizes and/or articulates basic concepts, facts, methods, techniques in day-to-day work experiences. Experienced (E) - Moderate exposure to this skill and related work experiences. - Can assist other team members with questions and problems related to this skill - Applies skill (at basic level to work situations, with some guidance. Skilled(S) - Extensive exposure to this skill and related work experiences. - Applies skill (at advanced level) to work situations with medium complexity, with little or no guidance. - May train and/or direct the work of others in application of skill. Expert(X) - Regarded as a center wide resource on this skill.

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