The 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

Responsibilities:

• Lead a team responsible for user acceptance testing, data migration, and pre-launch activities of tools.

• Monitor service levels, ensure SLA compliance, report performance, and investigate unusual results.

• Plan and manage tool change requests, coordinating with development teams and clients to ensure smooth delivery.

• Generate reports, analyze data, and present actionable recommendations to stakeholders for decision-making.

• Maintain positive relationships with global clients and partners, resolving short-term issues and planning long-term solutions.

• Develop and train team members to enhance skills and foster engagement.

• Advise stakeholders on service improvements, cost reduction, and risk mitigation using techniques such as data storytelling and analytical tools.

• Participate in process improvement stages from conceptualization to continuous implementation.

• Comply with Accenture Operations Excellence (OPEX) processes and guidelines.

• Identify improvement opportunities and coordinate the creation of training materials and sessions.

• Respond to real-time/ad hoc reporting requirements and participate in quality assurance activities.

• Manage HR functions: recruitment, career development, coaching, mentoring, and objective setting.

• Prepare and document statistical reports and MIS for management analysis, ensuring accessibility.

• Lead or participate in monthly service performance review calls with service management teams and stakeholders.

• Escalate issues related to processes, staffing, and policies, collaborating on solutions.

#LI-LATAM

Job Qualifications:

• 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

Required Skills:

• Ability to lead conversations with stakeholders effectively.

• Experience with workplace-related tools or processes (advantageous).

• Ability to work with multiple team leads and functions, fostering an inclusive work environment.

• Support leadership to ensure strategic alignment across functions; facilitate team discussions and collaboration.

• Quick learner of new applications, technologies, and skills through hands-on experience.

• Strong analytical and problem-solving skills; ability to create new solutions and adapt existing methods.

• Understanding of strategic direction set by senior management and its relation to team goals.

• Comfortable interacting with senior management and peers across Accenture.

• Ability to work independently with minimal guidance on new assignments.

• Decision-making skills with impact on own team and occasionally other teams.

📌 Un lugar de trabajo único, descubrí los beneficios que tenemos para vos: 

🍔 Pedidos Ya 
👩‍⚕️ Prepaga Swiss Medical sin costo para vos y tu grupo familiar primario 
💻 Reintegro de Conectividad 
💪 Gimnasio 100% Bonificado 
🌎 Flexibilidad de saldo de vacaciones 
💯 Jornada Flex 
📚 Certificaciones bonificadas 
🎂 Día de cumpleaños libre 
🏆 Bonos 
🗓 Accenture Days: 5 días extra libres al año. 
🤟🏽Paquete de beneficios flexibles 
👨‍👩‍👦‍👦 Licencias de Paternidad & Maternidad Extendida 
💰 Ayuda Económica para Guardería y muchos ➕! 

 

🌈 EN ACCENTURE, LA IGUALDAD IMPULSA LA INNOVACIÓN 

¿Sabías que Accenture fue elegida la compañía más diversa e inclusiva del mundo? Creemos que la fuerza laboral del futuro es una fuerza igualitaria para todos. 

  

Todas las decisiones referidas al proceso de selección de empleo se tomarán sin hacer distinción, exclusión o preferencia alguna basada en motivos de raza, color, género, orientación sexual, discapacidad, edad, religión, opinión política o sindical, nacionalidad u origen socioeconómico ni ninguna otra prevista en la legislación vigente, que tengan por efecto anular o alterar la igualdad de oportunidades o de trato entre los candidatos

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.

Visit us at www.accenture.com 

Declaración de igualdad de oportunidades en el empleo        

                                                        
Creemos que nadie debe ser discriminado por sus diferencias. Todas las decisiones de empleo se tomarán sin importar la edad, raza, credo, color, religión, sexo, origen nacional, ascendencia, discapacidad, condición de veterano militar, orientación sexual, identidad o expresión de género, información genética, estado civil, ciudadanía ni ningún otro criterio protegido por la legislación aplicable. Nuestra rica diversidad nos hace más innovadores, competitivos y creativos, lo que nos permite servir mejor a nuestros clientes y comunidades.