Skills that make your work successful:

• Advanced English&Italian speaker (minim B2 Level);
• At least 3 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.

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!
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.
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.
Role summary:
We are looking for a talented individual to oversee a Team of Agents providing multi-channel customer support (inbound, outbound, email, chat, social media, SMS & online review). The role ensures service excellence, team engagement, and operational performance aligned with KPIs. The Team Lead acts as a coach, mentor, and problem-solver — supporting agents in complaint handling, order and return processing, and customer satisfaction improvement.
This position requires strong background in call centre operations, effective leadership, analytical thinking and cross-functional collaboration. Client is constantly evolving; there is potential to grow with us in the engagement centre or to other areas of the company.
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.

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.
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 738,000 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 with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song.
These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients succeed 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. In Romania, Accenture operates since 2006 and now over 4000 people in Bucharest, Timisoara, Iasi, Brasov, Cluj-Napoca and Targu Mures who offer solutions in Strategy & Consulting, Technology, Industry X & Intelligent Operations to our clients from Banking & Insurance, Telecommunications, Automotive, Retails, Energy, FMCG & more.
Why work with us?1. We support you to be well, work well, and live well Our people's well-being is a top priority and we look at it from multiple angles, offering flexible benefits to help you shape the right plan. From free psychological counselling support and extra days off to unlimited access to neuroscience courses and meditation apps, you can choose what truly matters. 2. We understand that flexibility matters We are committed to fostering a healthy work environment, where everyone can find their own balance. This is why we have embraced a hybrid and flexible working model to guide your work and take time for what’s truly important. 3. We are leading the charge in diversity and inclusion When we come together, we have the power to change the world & build a future of shared success. ​ We’re a business that’s built on the passion, curiosity and diversity of our people. We welcome, hear and value everybody. We encourage everyone to bring their authentic selves to work. We are proud to be recognized as the No. 1 company on Refinitiv’s Diversity & Inclusion Index, which identifies the companies with the most diverse and inclusive workplaces. 4. We foster a culture of continuous learning We’ll always give you the support to learn, grow and follow your own path. Especially if it’s off the beaten track. Developed in-house or in partnership with MIT, Oxford, and Coursera among other, our award-winning programs include specialized certifications, deep-tech trainings, virtual reality learning experiences and more. 5. We offer career opportunities for all the changemakers We’re consistently looking ahead, excited by the new possibilities we’ve yet to uncover. ​We embrace the power of human ingenuity and technology to deliver 360 value and harness change with confidence by pioneering new realms and experiences. The scale of the company, combined with our unique range of expertise, empowers people to build meaningful and stable careers. At Accenture Operations you will rethink the way people work and organizations perform by harnessing the power of rich data for decision-making, innovative technology and advanced machine intelligence. Finance & Accounting | Talent & Human Resources | Sales & Customer Care At Accenture Industry X you will use the power of data and digital to help your clients redefine the products they make and how they make them, every step of the way. Manufacturing | Automotive | Railway | Intelligent products At Accenture Technology, you will provide deep industry expertise that puts us in a unique position to help the clients use the right technology to address the most complex and critical challenges. Cloud Infrastructure | Data analytics & AI | Intelligent platforms Come work with us at the heart of change! Discover more on our careers website.