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Shift Lead

Job Location: CA - San Francisco

Regional Description: West

Job Number: 00589608

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- Job description

Shift Lead


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 Shift Lead is responsible for monitoring and managing on-duty agent needs including but not limited to: adherence, performance quality, optimal coverage, support process compliance, analytical reporting, SLA target achievement, facilitating team syncs, disciplinary responses, and relaying important process details between important client members and our team. The Shift Lead will be in direct contact and constantly communicating between on-duty agents, Work Force Management, client POCs, and leadership members from our operations. The primary focus of the Shift Lead role is to support the project and our output, including weekly/monthly performance metric reporting and process improvement insight.


The Shift Lead will have the following responsibilities:
  • Required high Process Knowledge
  • Responsible for monitoring and managing on-duty agent
  • Maintain Agent Adherence
  • Performance Quality
  • Should be flexible
  • Analytical Reporting


Basic Qualifications:

  • High School Diploma
  • 6 months of technical support experience

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 employment opportunities to our service men and women

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