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Team Lead - Trust and Safety

Job Location: CA - San Jose

Regional Description: West

Job Number: 00530766

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- Job description

Join Accenture and help transform leading organizations and communities around the world.  The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.  Choose Accenture, and make delivering innovative work part of your extraordinary career.
 
People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.
 
The Team Lead for Customer Service Contact Center is expected to manage agent performance and production floor to meet targeted Service Level Agreements and participate and or lead reporting, analytics, process improvement. Dedicating 100% of their time at client site and willingness to work shifts throughout the week to support production.
 
Key Responsibilities: 
  • Willingness to learn and adapt to change is a must.  
  • Monitor, measure, assess and correct ones own process performance when executing transactions  
  • Ability to identify and grow talent, lead, motivate and coach direct reports  
  • Experience in identify training needs and support development of programs  
  • Understanding of business process improvement methods  
  • High level of integrity as demonstrated personally and professionally  
  • Able to adapt quickly to changes in workflow  
  • Excellent written and verbal communication skills  
  • Excellent organizational skills and detail oriented approach to problem solving  
  • Demonstrated proficiency in multi-tasking and prioritization  
  • Previous personnel management experience with service technical fields within Call Center environment  
  • Familiarity with project management   
  • Perform core business process transactions involving data entry data capture according to defined methods, procedures, and standard delivery solutions to deliver business outcomes committed to in the service level agreement

 

 

 

 

Basic Qualifications
  • Minimum 1 year customer service experience
  • Minimum of High School Diploma or GED
 Preferred Qualifications
  • Experience managing & developing teams of professionals
  • Experience with escalation management and managing projects to established SLA’s

 

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
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 opportunities to our service men and women.

 

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