Client Service Associate Manager with Italian
Your career is about what you want to be and who you want to be. It’s about bringing your skills, curiosity and best true self to work.
As part of the Service Management team, this role plays a key role in ensuring support, decision-making and business performance.
By joining this team, you will work on a rotational shift schedule (Monday–Friday and Tuesday–Saturday), with shifts covering the 08:00–20:00 time frame. During your first 6 to 12 months, you will work fully on-site from one of our offices in Bucharest or Iasi. After this period, you will transition into a hybrid working model.
How you'll make an impact:
Lead, motivate, and coach a team of contact centre agents to achieve performance targets and service excellence;
Monitor and manage day-to-day operations across all communication channels;
Support agents in handling complex complaints, escalations and sensitive consumer cases for a timely resolution;
Review team and individual performance data, identify trends and drive continuous improvement;
Prepare and present daily/weekly/monthly performance reports
Create concise and impactful operational briefing decks for stakeholder meetings;
Collaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution and continuous improvement initiatives;
Collaborate with cross-functional teams (Supply Chain, Marketing, Finance, IT) to resolve systemic issues and improve processes
Conduct regular one-on-one and on-the-floor coaching sessions to build capability and engagement;
Manage team schedules, attendance and adherence to shift timings;
Ensure adherence to quality, compliance and data protection standards or regulatory guidelines;
Utilize SAP and Salesforce to oversee case management, order flows, and performance metrics;
Foster a positive, inclusive, and high-performing team culture;
Identify opportunities for upselling and service enhancement through onboarding, agent training upskilling and coaching;
Skills that make your work successful:
8–10 years of progressive service management experience;
Proven experience in leading customer support teams across multiple channels with solid understanding of related technologies;
Experience in Supervisory or team lead role, with strong leadership, coaching, and mentoring skills;
Excellent communication, interpersonal, and conflict-resolution skills;
B2/C2 - Italian and advanced English;
Excellent analytical skills and ability to handle large volumes of data accurately;
Excellent communication, leadership, and stakeholder management skills; able to work across all levels and functions;
Ability to work under pressure, meet tight deadlines and adapt to rapidly changing conditions;
Ability to proactively identify risk, perform sensitivity analysis and drive risk mitigation;
Detail-oriented, proactive, and capable of rational decision-making and problem-solving;
Employee Benefits – Be well, work well, live well
Be at your physical best & take advantage of additional financial support :
Flexible medical & dental subscription plan with Regina Maria;
Nutrition counselling & Wellness subscriptions (7Card, Worldclass, SanoPass, or other providers);
Benefit Online platform for gift vouchers, transportation passes, vacation, cultural activities and many others;
Discount on Accenture shares through Employee Shares Purchase Plan;
Referral bonus, depending on the career level of the job opening;
Life insurance for you and your loved ones.
Follow your purpose:
23 vacation days with our loyalty scheme, granting additional days: 1 extra day after 2 years, another after 5 years, and an additional day every 3 years until reaching a total of 30 vacation days;
Additional private pension plan, starting the second month of employment;
Flexible working hours depending on project specifics;
Access to a wide range of training and development opportunities;
Communities of interest: sport, volunteering, and employees' resources groups (parents, mental health allies, Pride, disability, ex-pats).
Care for you and your loved ones :
Psychological and psychotherapy counseling support;
Premium access to well-being apps (Calm and Wysa);
Paid maternity or paternity leave;
Children's educational reimbursement;
Support for adoption & psychological, financial, and legal sessions for everyone in your household.
At the heart of change, there is a great human. Bring your ideas, ingenuity, and passion, and be part of our team!
About Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.