Customer Service Associate Manager

As a Customer Service Associate Manager with Accenture, you will be part of our Customer Support vertical, focusing on managing and resolving customer queries, handling escalations, and resolving complaints to ensure customer satisfaction. Your responsibilities will include closing faults and complaints within SLAs while maintaining effective communication and knowledge of Customer Support metrics. We are looking for a proactive candidate with excellent communication skills, both written and oral. Market knowledge of the US Wireless and Telecom domain, along with domain expertise in the International Voice process, will be advantageous. Analytical skills, attention to detail, and the ability to influence and empathize with customers are essential for this role. In addition to leading and motivating team members, you will be expected to demonstrate an orientation towards AI and possess functional knowledge of analytical tools. Certification in Six Sigma and quality tools would be desirable, as well as prior experience in International Voice and US Telecom domains. Your roles and responsibilities will include managing team expectations and project SLAs, fostering knowledge sharing within the team, and implementing action plans for improvement across key performance indicators. Mentoring team leads and advisors, participating in client reviews, and identifying strategies for continuous improvement will be crucial aspects of your role. You will also be responsible for handling customer escalations, making independent decisions, and maintaining effective employee relations through various engagement activities. To excel in this role, you must be able to communicate effectively with the team, conduct regular 1:1s, identify training needs, and work collaboratively with Quality, Workforce Planning, Training, and HR teams. Your focus on controlling attrition and enhancing the overall customer experience will contribute to the success of our team. If you are a candidate with 10 to 14 years of experience, possess the required qualifications, and are ready to take on a challenging yet rewarding role in customer service management, we encourage you to apply and be a part of our global professional services team at Accenture.,