* Job Posting Title
Workplace Service Delivery Specialist - CRM_Service Desk
* Job Profile
(Job Profile - Accenture Catalog)
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The Workplace Customer Service Specialist ensures high-quality service through continual knowledge updation, training, and service improvement.
(S)he will need experience and knowledge in the areas of Training, Performance Development, reporting, quality audits, feedback, escalation management etc.
deliver results based on the CRM Service Level Agreements, manage workload by tracking open inventory and assigning work to team members and supervise, train and develop CRM Representatives.
*Management Level
CL 9
* Job Description
Key accountabilities:
- Supervise CRM Representatives including the assignment of work, on-the-job training, communication of expectations, and providing development opportunities
- Oversee the delivery of quality, productivity and timely customer support across processes
- Provide a positive work environment; promote a High Performing and people centric culture
- Monitor and assign incoming case work.
- Determine the appropriate next course of action for cases that are unique or require exceptions to standard policy
- Identify opportunities to expand knowledge bases and/or initiate process improvements. Work with team members to evaluate the down stream impact of improvements, and upon approval, oversee the development of the appropriate on-the-job training materials and training sessions
- Participate in Quality Assurance activities to monitor proficiency, productivity and quality of Service Delivery direct reports
- Manage staff to resolve all employee/vendor inquiries and transactions; assume ownership over open or escalated cases
- Assign work to staff, ensure that work meets all quality and service level standards. For example: The team lead continuously monitors inbound and outbound cases
- Raise issues around process, staffing and policies to the appropriate management level. Collaborate with CRM Lead to identify improvements and/or develop solutions to persistent concerns
* Job Qualifications
Qualifications:
Skills and Experience:
- Graduate or equivalent. 5-10 years’ experience in CRM shared service / processing experience or workforce management or related domains
- Knowledge of space utilization and facilities management is added advantage
- 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
* Work Shift
Must be flexible to support US and Europe working hours
Ability to work effectively in a virtual and global environment
Required Skills
Can be found in Workday
- Excellent communication skills and ability to lead conversations with stakeholders.
- Experience working in workplace related tools or process is an added advantage.
- Reports/Dashboards and Analytics
- Process Improvement/Innovation
- Stakeholder Management
- People Management
- Process Management,
- Escalation Management
- Customer Service
- Experience,Good Communication skills
- Proficient in MS office skills
Optional Skills
- Operations Management
- Customer Service
- Performance Management
- Escalations Management
- Analytical Skills
- Presentation Skills
- Workplace Services Management
- Problem Solving Skills
Education
Graduate with 5-10 of work experience working in workplace related tools or process
Language
English
Certifications
Customer Services / Workplace Services Management certifications
Work Experience
* Experience Level
Graduate with 5-10 years’ of work experience working in workplace related tools or process
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
