Position Summary: We are seeking a Telephone Operations Leader to ensure SLA compliance, manage teams, and adapt operations to new services—driving improvements and automation. Key Highlights: 1. Lead telephone operations and manage the team to achieve objectives. 2. Promote automation and optimize operational costs. 3. Collaborate with clients and teams to ensure efficient operations. Help all teams across our organization lead the future. Be part of the technological innovation we deliver to our customers. Work for the world without leaving your city—perform extraordinary tasks without relocating. Operations is a business unit responsible for delivering outsourcing services to both internal and external clients. **A unique workplace—discover the benefits we offer you:** Pedidos Ya ️ Swiss Medical Health Insurance Connectivity \& Services Reimbursement Megatlon 100% Subsidized Additional Days Off starting from Year One Flexible Vacation Policy Flexible Working Hours Subsidized Certifications Birthday Leave Day Bonuses Extended Paternity \& Maternity Leave Daycare Reimbursement and many more ➕! We want you to have the tools you need to keep learning, growing, and making a difference in the world. We offer value-driven areas supporting both your professional and personal development—you’ll have access to exclusive courses and certifications. **What Challenges Await You:** * Lead the service’s telephone operations, ensuring SLA and agreed-upon objective compliance. * Manage and distribute team workload according to capabilities and priorities. * Monitor performance and productivity metrics, driving data-based improvements. * Adapt operations to new services or business scope expansions—ensuring agility and efficiency. * Promote automation initiatives to optimize costs and improve outcomes. * Manage the operational budget—including tracking of actuals, forecast, and worked hours. * Maintain consistent communication with clients, management, and internal teams. * Collaborate with other ISS center teams to ensure integrated and efficient operations. * Lead end-to-end service delivery—transforming business goals into measurable results. **What Will Make You Successful:** * 2–4 years of proven experience leading teams. * Advanced English (Mandatory). * Ability to make organizational decisions aligned with business needs. * Skill in managing and resolving conflicts constructively. * Ability to address operational challenges and ensure uninterrupted service delivery. * Accessible leadership style promoting active listening and idea exchange. * Availability to handle 2–5 calls during peak demand periods. * Experience providing feedback, developing action plans, and supporting team growth. * Ability to manage succession planning and foster employee engagement. * Results-oriented mindset with strong commitment to achieving business objectives and performance metrics. * Training and team development skills—ensuring cross\-training and backup plans. **AT ACCENTURE, EQUALITY DRIVES INNOVATION** Did you know Accenture was named the world’s most diverse and inclusive company? We believe the workforce of the future is an equitable one—for everyone. *All employment selection decisions will be made without distinction, exclusion, or preference based on race, color, gender, sexual orientation, disability, age, religion, political or trade union opinion, nationality, socioeconomic origin, or any other grounds stipulated in applicable legislation—which could nullify or impair equal opportunity or treatment among candidates.* Skill Required Employee Services Customer
Sofía González
Indeed · HR
Sofía González
Indeed · HR
