Ideal Candidate
- Advanced English&Italian speaker (minim B2 Level);
- At least 3-4 years proven/relevant experience in leading customer support teams across multiple channels;
- Solid understanding of related technologies/tool used in the industry;
- Experience in supervisory or team lead role, with strong leadership, coaching, and mentoring skills;
- Excellent communication, interpersonal, and conflict-resolution skills;
- Ability to thrive in a fast-paced, target-driven environment;
- Any certification in customer service or leadership is a plus;
- Relationship builder who builds trust with any internal stakeholders;
- Good reporting skills;
- For some roles a Bachelor's degree is required.
Job Description
In Accenture Operations we rethink the way people work and businesses perform by harnessing the power of rich data for decision-making, innovative technology, and advanced machine intelligence.
In an era where people are critical to success, join a team that prioritizes human ingenuity and fosters a workforce where technology elevates people (not the other way around), freeing them up for more creative thinking and exciting work.
By joining this team, you will work on a rotational shift schedule 8 hours/day (Monday–Friday and Tuesday–Saturday), with shifts covering the 08:00 AM –20:00 PM (1 h break included) Romania Time. During your first 6 to 12 months, you will work fully on-site from one of our offices in Bucharest or Iasi. After this stabilization period, you will transition to a hybrid working model.
We are looking for a talented individual to lead a team of Customer Support Agents delivering multi-channel support across phone, email, chat, social media, SMS, and online reviews. This role is responsible for driving team performance, service excellence, and customer satisfaction while coaching and supporting agents in handling customer enquiries, complaints, orders, and returns.
The ideal candidate has experience in contact centre operations, strong leadership and problem-solving skills, and the ability to collaborate effectively across teams. As our business continues to grow, this role offers exciting opportunities for career development within the Engagement Centre and across the organisation.
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.
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, expats).
Care for you and your loved ones:
Psychological and psychotherapy counselling support;
Premium access to well-being apps (Calm and Wysa);
Paid maternity or paternity leave;
Children 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!
Company Description
Belong. Grow. Thrive. Reinvent with Accenture
Who We Are
Accenture is a leading global professional services company helping the world’s top businesses, governments, and organizations build their digital core, reinvent with data and AI, optimize operations, and accelerate growth. We are a talent‑ and innovation‑led company of approximately 779,000 people in more than 120 countries.
We’ve made 15 consecutive appearances in Fortune’s 100 Best Companies to Work For, reflecting our commitment to putting people first.
Accenture in Romania
Since 2006, we’ve grown to over 4,500 colleagues across Bucharest, Timișoara, Iași, Brașov, Cluj-Napoca, and Târgu Mureș. We deliver Strategy & Consulting, Technology, Digital Engineering & Manufacturing (Industry X), and Intelligent Operations to clients in industries such as Banking, Insurance, Telecom, Automotive, Retail, Energy, and FMCG.
Reinvent with Accenture
At Accenture, reinvention is more than what we deliver — it’s our North Star. We foster a culture where continuous learning, flexibility, and purposeful work come together so you can grow personally, thrive professionally, and lead meaningful change.
Our Promise
Reinvent businesses & communities Work with top global brands to solve meaningful challenges, using technology and creativity to drive positive impact.
Build a dynamic career Explore roles across industries and tech areas like GenAI, cloud, cybersecurity, and digital engineering — supported by continuous learning.
Fulfill your personal aspirations Thrive in a flexible, caring environment that supports wellbeing and growth at every stage of life.
Our Culture
We aim to be a place where people achieve their personal and professional aspirations. Our culture is rooted in care, kindness, and connection, empowering everyone to bring their authentic selves.
Opportunities in Romania
We hire across a wide range of paths:
- Technology & Data: Cloud, Software Engineering, Data & AI, GenAI, Cybersecurity
- Strategy & Consulting: Transformation, Sustainability, Business Strategy
- Industry X: Digital Engineering & Manufacturing, Robotics, Digital Twins, Product Design
- Intelligent Operations: Finance, HR, Supply Chain, CX, Procurement
- Corporate Functions: HR, Finance, IT, Legal, Marketing
Each role offers structured learning, global exposure, and room to grow.
Inclusion & Diversity
We believe everyone deserves to belong. Our commitment to equity and inclusion ensures every person has the support and opportunity to thrive. Diverse perspectives fuel our innovation — and make Accenture a better place for all.
Why Join Us
- Global impact, local belonging
- Continuous learning ($1.1B+ invested yearly)
- Cutting‑edge technology and real innovation
- A culture that lifts you up
- Endless paths to grow and reinvent
Explore opportunities at Accenture.com/careers
