Job Description

Daily supervision of assigned team of direct reports agents Associates Analysts , QA Analysts and Trainers enforcing Accenture core values within the team, project, and making sure that assigned product vertical SLAs are met daily.

Responsible for conducting daily as needed team huddles, weekly as needed product group meetings , and monthly one on ones with the analysts.

Measurement and management of the vertical product team s success and will act as a Subject Matter Expert in all matters processed by the product team.

Managing effective internal external client relationships within a defined area of responsibility.

Monitor risk within assigned product vertical to be able to escalate to Operations Manager Accenture Leadership in a timely manner.

Review track daily production metrics, planned unplanned absence, holiday staffing, and timesheets.

Identify gaps in assigned product verticals such as customer policies and drafts proposals accordingly

Responsible for career development and coaching direct reports on areas such as, but not limited to, quality assurance, productivity, compliance, etc..

Manages workload of team, may make work assignments, and responsible for developing team members to meet project objectives.

Manages effective communication as escalation point for issue resolution and customer impacting escalations for both internal and external stakeholders within a defined product area of responsibility

Ensuring compliance of Accenture Policies and Procedures, enforcing Accenture core values with direct reports and project.



Qualifications

Basic Qualifications High School Diploma GED Required Minimum of 1 year of experience in a customer facing operations environment Minimum of 1 year of experience managing developing teams of professionals. Minimum of 1 year of experience with escalation management and managing projects to established SLA s. Active account on Facebook and a minimum of one other social network Active user of social media services Preferred Qualifications Minimum of 3 years experience in delivery operations Bachelor s Degree Preferred Preferred Experience managing project operations to achieve daily goals and deliverables Demonstrate experience in technical work environments with highly tech savvy teams. Fast paced dynamic environment Schedule flexibility Reporting and analytics experience. Proven ability to work creatively and analytically in a problem solving environment Desire to work in an information systems environment Excellent communication written and oral and interpersonal skills

All employment decisions shall be made without regard to age, race, creed, colour, 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 applicable by law.

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

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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