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Customer Service Team Lead

Job Location: TX - Austin

Regional Description: Southwest

Job Number: 00561392


- Job description

Join Accenture and help transform leading organizations and communities around the world.ÿ 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.ÿ 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.
Program Specialist Services professionals provide project-based support services within centers. These professionals support the delivery and execution of our key projects with specialized services.


The team lead will demonstrate expert knowledge of processes and related systems to effectively perform responsibilities. May make decisions about the day to day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours


Key Responsibilities:


  • Manage workloads to ensure even distribution of responsibilities and provide development opportunities when available
  • Perform and or ensure completion of quality review check on outgoing work e.g., proof data entry, correspondence, and other tasks within immediate team to ensure quality, accuracy, and consistency
  • Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases.
  • Prepare, analyze and interpret complex reports information and formulate conclusions
  • Act as technical and functional resource
  • Cascade and train the team on process updates 
  • Collects, measures, analyzes, evaluates, interprets and summarizes data in preparation for generating reports to be used for performance evaluation of the project
  • Interface effectively with other teams, delivery lead 
  • Train new hires


      Basic Qualifications
      • 1 year of experience in a Team Lead, SME, or Supervisor in an operations/contact center environment


      Preferred Qualifications:
      • Bachelor’s degree
      • 1 year of experience in Excel
      • Minimum 3 years of experience  domain experience is preferred
      Professional Qualifications:
      • Quick learner, and ability to lead a team
      • Excellent oral and written communication
      • Passion for learning and creative problem solving
      All of our professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
      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,

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