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Customer Service Manager

Accenture - Adelaide, SA

Customer Service & Call Centre
Source: uWorkin


The team lead is responsible for work assignments, managing quality of service of the team and driving the performance of the team to meet business objectives.

  • Keeping customer at the centre of the team’s thinking by taking responsibility for customer satisfaction and loyalty and handling complex customer escalations through the application of sound judgement to deliver a resolution within agreed timeframes that also provides an opportunity to improve consultant effectiveness

  • Managing and meeting customer’s expectations by optimising the performance of team members, through identifying, improving and implementing localised initiatives that result in reduced customer effort, increased customer loyalty, increased customer acquisition and retention.

  • Daily leadership of their team and oversight of the workflow, quality and quantity of output delivered as supported by on-job training and coaching, and creating an environment that drives high performance and the desire to grow their careers.

  • Collaborating closely with the client leadership and support them to meet with changing dynamics of client requirement and challenges

  • Create a highly engaged workforce led by a compelling vision that connects the team to the client and Accenture’s objectives.

  • Effective and timely performance monitoring, counselling and coaching of team members with a focus on delivering consistent and well-balanced team performance through effective use of the performance & behavior management framework.

  • Displays agility and is experienced in effectively leading change as an advocate and both understands and drives a culture of continuous improvement via their ability to identify and solve problems through analysis and planning.

  • Highly organised and demonstrates efficiency and effectiveness in time management and prioritisation for own commitments and the work of others.

  • Strong verbal and written communication skills that enable the individual to confidently and effectively influence diverse audiences and build sustainable stakeholder and team relationships