Job expirat
• Maintain regular communications with the team on departmental and individual level performance expectations.
• Ensure team members receive appropriate reports and information regarding their performance and understand the material.
• Coach individuals on performance improvement tactics while providing positive feedback to those performing above expectations.
• Determine training needs, oversee development of training material and participate in the execution of the departmental training plan.
• Interviewing and selection of customer services contact centre staff.
• Coach individuals on performance improvement techniques while providing positive feedback to those performing above expectations.
• Ensure performance and attendance issues and addressed promptly and consistently.
• Delegate activities appropriately to ensure core objectives are met.
• Attend meetings to gather information affecting the Customer Services Team and communicate appropriately.
• Ensure the Quality of service delivery.
• Handle internal and external customer issues requiring “management” attention.
• Display a high level of customer service in all activities, setting the appropriate example.
• University degree.
• Fluent in English and Italian.
• Previous experience as a Team Leader in a Call Center / Customer Service / Operations (2 - 3 years preferably).
• Understanding of Business Process Outsourcing.
• Leadership abilities.
• Good Client handling skills.
• Good communications, written and oral.
• Excellent problem solving and analysis skills.
• Self-Motivated, positive attitude and approach.
Accenture is a global management consulting, technology services and outsourcing company. With more than 181,000 people serving clients in over 120 countries, the company generated net revenues of US$23.39 billion for the fiscal year ended Aug. 31, 2008. Its home page is www.accenture.com
Our clients are some of the world\'s most dynamic organizations - 96 of the Fortune Global 100 and more than three-quarters of the Fortune Global 500. Committed to deliver innovation, we help them find the ways to become more successful in every part of their business from strategic planning to day-to-day operations.
Our people are our most important asset and we invest considerable resources to provide on-going training that builds and extends professional, technical and management skills in all areas. Your learning program will be determined by the requirements of your specific role but will usually involve specialized skills as well as personal and leadership development. You will work with your manager to determine what skills you need and how to build them.
Choose Accenture for a career where the variety of opportunities and challenges allows you to make a difference every day. A place where you can develop your potential and grow professionally, working alongside talented colleagues. The only place where you can learn from our unrivalled experience, while helping our global clients achieve high performance. If this is your idea of a typical working day, then Accenture is the place to be.
