---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Customer Service Specialist WORK SETUP: Return to Office RESPONSIBILITIES: • Manages processes based on established performance standards, service & quality levels • Implement full adherence to existing tools used to measure performance (Productivity; Efficiency; Quality; Attendance; etc.) • Manages staff assignment based on business needs/capacity and builds capacity through resource planning and cross-training • Coaches team members on proper handling of transactions • Execute existing DR/BCP plans of the team • Execute/deliver output based on the project plan during migrations • Identifies staffing requirement and is involved in the hiring process ensuring suitably skilled individuals are hired • Manages and develops resources to take key positions such as Supervisor/Team Leader, Quality Auditor or Trainer. • Executes career development plans for direct reports • Takes ownership in resolving and managing end-customer issues and negotiations • Manages internal updates/communication within the unit • Enforces compliance with company policies and effect disciplinary measures on violations • Initiate and implement process improvements • Leads projects/tasks that may be assigned from time to time OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekends Off Project/Team Location: Muntinlupa Axis One or CP3

SKILL AND QUALIFICATIONS: • Standard Team Lead profile with Contact Center Management experience • 5 to 7 years of solid experience; 3 years of supervisory experience • Good to have skills: Insurance field

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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