Team Leadership & Operations Management – Accenture (Orange UK)

In my role as a Team Lead at Accenture Philippines, I had the privilege of leading a dynamic team of 46 agents across three distinct units: customer inquiries, email management, and outbound communications. My primary responsibility was to ensure that our team not only met but exceeded the Service Level Agreements (SLAs) set forth by our clients, guaranteeing exceptional service delivery and customer satisfaction.

Team Leadership: Managed and inspired three teams, fostering a collaborative environment that encouraged high performance and dedication.

SLA Management: Vigilantly monitored and ensured compliance with all SLAs, implementing strategies to maintain high service standards and client trust.

Coaching and Feedback: Provided regular coaching and constructive feedback to team members, identifying areas for improvement and personal development opportunities to enhance their skills and performance.

Operational Excellence: Created detailed operations reports, analyzing team performance, identifying trends, and making data-driven decisions to optimize our processes and efficiency.

Cross-functional Collaboration: Worked closely with other departments to streamline communication and workflow, ensuring a cohesive approach to client service and team management.

This role allowed me to leverage my leadership skills, operational knowledge, and commitment to excellence, driving my teams toward achieving our goals and contributing to the overall success of Accenture Philippines.