Job Description

• Supervise a group of agents, with the main responsibility of coaching, reporting, executing action plans, maintain utilization and day to day operational management<br/>
• Ensure achievement of SLA targets<br/>
• Work closely with subject matter experts on escalations as well as manage the queue and productivity of their teams<br/>

Accenture Carnival

Carnival Corporation reimagines guest experiences with high-touch tech.
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Qualifications

- Degree in any field - Ability to establish and develop effective teams, manage their performance - Able to identify training needs and support development of programs - Able to adapt quickly to changes in workflow - Excellent written and verbal communication skills - Excellent organizational skills and detail-oriented approach to problem solving - Solid understanding of workflow, tools used for providing services - Previous management experience with service/technical fields within Call Center environment - Familiarity w/ project management - Moderate understanding of business process improvement methods - Experience training in a classroom environment - Preferably, substantial personal or professional experience using smart mobile technology, such as iPhone, iPad, iTouch, Palm Pre, Amazon Kindle, another eReader, any Android device - Preferable and as applicable, experienced in troubleshooting personal electronic devices (e.g., personal computers, smartphones, tablets), online downloads, transactions, applications, software, and hardware issues.

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.

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