Summary:

The Senior Lead manages operational duties of the teams under their direction. He/She monitors the execution of their duties and guarantee the achievements of agreed key performance indicators. Also, focuses on improving processes and knowledge management, based on the data and operational insights retrieved.

Responsibilities: 

• Assist in tracking and controlling the key performance standards. Provides feedback to agents through monthly meetings to effectively improve their knowledge, skills, attitudes and overall presentation. 

• Track and monitors the agents’ work, namely the fulfillment of company and client requirements, in order to maximize the achievement of daily goals. 

• Drive performance and culture through positive example and targeted actions. 

• Maintain and enhance program operations by monitoring the performance of designated teams. 

• Prepare performance reports by collecting, analysing and summarizing data and trends. 

• Provide analysis and improvement plans based on data and reports. 

• Identify and solves problems through analysing the main causes, prepare and fill up action plans, and mitigating business risks 

• Manage systems and improves processes together with a team of Supervisors in agreement with senior management. 

• Investigate new opportunities and alternative methods to increase team performance. 

• Interact with managers at different levels in the organization, presents findings to stakeholders (vendors) and senior management. 

Qualifications: 

• 8–10 years of experience in customer operations, contact center, or logistics service environments.

• Minimum 3–5 years of experience managing Team Leads/Supervisors.

• Strong experience owning and driving operational KPIs, SLA performance, and quality metrics at program level.

• Proven experience in performance reporting, data analysis, and presenting insights to stakeholders and senior management.

• Experience leading process improvement initiatives and driving operational excellence.

• Strong root cause analysis and problem-solving capability with structured action planning.

• Experience managing systems, workflows, and operational governance across multiple teams.

• Demonstrated ability to influence stakeholders, vendors, and cross-functional partners.

• Strong project management and business planning skills.

• Advanced MS Excel and reporting skills.

• Fluency in English.

Education/Certification requirement: 

•  Bachelor’s degree in a relevant field. 

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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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