Muntinlupa - BPO Operations Senior Team Leader

Accenture in the Philippines is currently looking for talented individuals for our Call Center | Senior Team Leader role.

Senior Team Lead for Content Moderation:

• You will be responsible for leading a team of Content Moderators whose role is analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual and you may be exposed to flashing lights or contrasting light and dark patterns.
• Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, any role supporting content moderation needs strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture’s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.

Senior Team Lead for Voice Account:

• Production Supervision and Support
• Coordinates individual and team work assignments
• Monitors work load balancing
• Supports high quality work through a positive environment
• Monitors team members performance with the focus on improvement
• Service Level Agreements and Performance Metrics
• Ensures individual and team service levels are met or exceeded
• Assists in reviewing daily, weekly and monthly service levels and provides recommendations for improvements
• Front line contact for questions or issues surrounding service levels
• Quality
• Participates in providing feedback to the Quality team for improvement suggestions
• Works with auditing resources on individual and team error trends
• Ensures timely feedback is provided to individuals and teams on quality issues, changes or trends
• Performance Management
• Assists in the creation of Performance Improvement Plans (PIPs) for Team Members not meeting expected production or quality targets, monitors program for a defined period
• Provides suggestions to Management on unit performance, including motivation tactics, incentive programs and performance rewards.

Job Qualifications:

• Open to college graduate and undergraduate with relevant work experience
• At least 5 to 7 years of BPO Operations experience
• Must have at least 3 years of supervisory experience
• Must be willing to work on-site in Metro Manila

Please ensure that all required information is provided within 24 hours to facilitate the processing of your application.

Please indicate Job Boards & Job Street in “How Did You Hear About Us?” section in your Workday application so that we can easily track your application.

What’s in it for you? Start your Accenture journey to enjoy these benefits:

• HMO coverage (medical, dental, mental health) from day 1 of employment
• Free medicines for you and your dependents*
• Expanded maternity leave up to 120 days*
• Expanded paternity leave up to 30 days*
• Employee Stock Purchase Plan
• Paid Sick and Vacation Leaves
• Allowances, company bonuses, and performance incentives
• Loyalty and Christmas Gift
• Inclusion and Diversity Benefits
• Flexible working arrangements
• Company-sponsored trainings like upskilling and certification
• Volunteering opportunities
• Terms and Conditions Apply