Job Description

Team Leads (Service Delivery - Operations) are responsible for managing the team’s day to day operations. Tasks may include:



• Effectively performing responsibilities by demonstrating an expert knowledge of processes and related systems

• Analyzing and solving moderately complex problems by exhibiting in-depth understanding of the strategic direction set by senior management and relating it to team goals.

• Performing data entry or other client-related tasks

• Ensuring completion of quality review checks on outgoing work within immediate team to ensure accuracy and consistency

• Interpreting day-to-day business objectives and preparing operation practices.

• Preparing and analyzing reports and providing conclusions or recommendations.


• Bachelor’s degree holder or undergraduates who have completed at least 2 years of college education • 3-5 years of BPO experience is needed • Extensive experience in handling client escalations, troubleshooting problems and resolving customer issues • Experience in voice support for BPO • Basic knowledge in effective communications • Advance knowledge in call or conversation management, cost management, customer interaction handling, customer queries, data quality and analysis, operations management, project management, service enablement, service level agreement management, and user relationship management • Proficiency in client relationship development, operational excellence, problem solving & escalations, service quality management, and team management

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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