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Portuguese Speaking Customer Support Supervisor -

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Role Summary

The purpose of this role is to supervise and be responsible for delivering high calibre customer service to the client’s customers. Shift work and / or night work is expected on a rotation basis.

Acting as a supervisor, you will represent the team in communications with stakeholders and provide all levels of support when necessary, including the following: act as a point of contact for client, process escalations, perform quality reviews and root cause analysis, distribute workload, monitor delivery, drive processes improvement, coach the team and deliver feedback

Roles and Responsibilities

? Emphasis on driving high customer satisfaction and resolution
? Escalation and support; ability to coach on how to own complex and/or high priority issues/requests resolution
? Act as point of contact for troubled cases with imminent or ongoing feedback
? Resource management and scheduling
? Allocation and distribution of tasks across languages and processes
? Liaise with management and stakeholders for product discussions and improvements
? Support in the implementation of global innovative solutions for product and team performance improvement
? Coach and mentor the team
? Risk and issue management
? Perform quality reviews
? Perform RCA (root, cause analysis) when required providing insights on trends
? Provide the client with SLA and metric reporting on team performance
? Provide insight for action plans for any areas of risk
? Create and maintain up to date product and cross-product documentation
? Create a culture of quality and excellence within the team
? Outline process improvements
? Exceed customer satisfaction

Required Skills/Competencies/Experience

? Fluency in English and Portuguese with minimum 1 year experience in customer support field as a Workflow Lead / Quality Analyst / Subject Matter Expert
? Excellent communication and interpersonal skills
? Outstanding organizational and leadership skills
? Analytical, problem solving skills, critical and creative thinking, combined with significant attention to detail
? Proven ability to sustain team motivation and create a fun, effective, dynamic environment which fosters performance and innovation
? Tech-savvy, familiar with cloud storage solutions and video sharing platforms
? Aptitude to document clear workflow documents and a variety of analysis reports
? Enthusiastic and communicative team player skills, with ability to mentor and coach team members
? Experience with prioritizing multiple tasks in an ambiguous environment
? Ability to work under pressure in a fast-paced and constantly evolving environment
? Strong work ethic and ability to work with minimal supervision
? Aptitude to support TL on workload management tasks by understanding urgency and impact

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.