Workplace Service Delivery Specialist – CRM (service Desk)

CRM Service Desk Team Lead

Plan, organize, lead, and control processes, people, and tools to deliver good customer experience within agreed speed, quality, and cost. Supervise representatives including the assignment of work, on-the-job training, communication of expectations, oversee the delivery of quality, productivity.

To work in a high-performing centralized environment aiding virtual customers.

Responsibilities:

• Lead a team responsible for user acceptance testing, data migration, and pre-launch activities of tools.
• Monitor service levels, ensure SLA compliance, report performance, and investigate unusual results.
• Plan and manage tool change requests, coordinating with development teams and clients to ensure smooth delivery.
• Generate reports, analyze data, and present actionable recommendations to stakeholders for decision-making.
• Maintain positive relationships with global clients and partners, resolving short-term issues and planning long-term solutions.
• Develop and train team members to enhance skills and foster engagement.
• Advise stakeholders on service improvements, cost reduction, and risk mitigation using techniques such as data storytelling and analytical tools.
• Participate in process improvement stages from conceptualization to continuous implementation.
• Comply with Accenture Operations Excellence (OPEX) processes and guidelines.
• Identify improvement opportunities and coordinate the creation of training materials and sessions.
• Respond to real-time/ad hoc reporting requirements and participate in quality assurance activities.
• Manage HR functions: recruitment, career development, coaching, mentoring, and objective setting.
• Prepare and document statistical reports and MIS for management analysis, ensuring accessibility.
• Lead or participate in monthly service performance review calls with service management teams and stakeholders.
• Escalate issues related to processes, staffing, and policies, collaborating on solutions.

Job Qualifications:

• Graduate or equivalent. 7-8 years' experience in shared service/processing experience or workforce management or related domains.
• Knowledge of space utilization and facilities management.
• 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.

Required Skills:

• Ability to lead conversations with stakeholders effectively.
• Experience with workplace-related tools or processes (advantageous).
• Ability to work with multiple team leads and functions, fostering an inclusive work environment.
• Support leadership to ensure strategic alignment across functions; facilitate team discussions and collaboration.
• Quick learner of new applications, technologies, and skills through hands-on experience.
• Strong analytical and problem-solving skills; ability to create new solutions and adapt existing methods.
• Understanding of strategic direction set by senior management and its relation to team goals.
• Comfortable interacting with senior management and peers across Accenture.
• Ability to work independently with minimal guidance on new assignments.
• Decision-making skills with impact on own team and occasionally other teams.

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