Job Description

The Transaction Processing Team Lead is a collaborator with a strong background in a product data market (web scale), such as data analysis and verification, perform and maintain metrics and provide leadership and strategies for their team. Apply knowledge of processes and related systems to assist in identifying, assessing and resolving issues/problems. Resolve issues when faced with tasks/problems outside the scope of the work. Develop and maintain the team´s product knowledge, industry knowledge, and business and professional skills. 

 

Key Responsibilities 

·                Leads low to medium complexity work stream on a project under the direction of a more senior Lead  

·                Manage the project from scoping and requirements through deployment for an end-to-end project or specific area of a project  

·                Escalate issues to management which cannot be resolved at the program/project level 

·                Ensure resolution of cross segment/team project issues, risks, and/or conflicts and stakeholders clearly understanding on what risks will or will not be mitigated 

·                Report and manage overall project/release status back to the project sponsor and stakeholders 

·                Take responsibility for end-to-end solution delivery, ensuring timely delivery of high quality project deliverables through effective team communications and focus on quality including but not limited to all change requests 

·                Ensure that the project team follows all quality assurance processes, including periodic reviews and transitions 

·                Mentor and provide guidance to project resources to continually improve program/project productivity  

·                Proactively assign work and provide instructions, advice and technical/business leadership and guidance to project staff; review work in progress in a timely manner and assess completed work for accuracy, required results and quality 

·                Develops and maintains knowledge of customer and customer specific business environment 

·                Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements 

·                Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings 

·                Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback 

·                May promote client products and services by suggesting additional or alternative products to meet customer's needs 

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Qualifications

Skills  

·       Bachelor’s degree with preferable experience on ticketing systems 

·       Facing Client/Customer handling experience 

·       Excellent customer service skills 

·       Proficient in Metrics and Reporting 

·       Proficient in MS Office including MS Excel, Word and PowerPoint 

·       Experience managing 10+ support professionals 

·       Expertise handling escalations and customers 

·       Able to balance competing priorities 

 

Previous Experience 

·       +3-5 years of experience in Customer Service 

·       People management experience 

 

 

Language Requirements 

·       Advance English communication skills (Written and Oral) 

·       Advance Portuguese level 

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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