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Contact Center Supervisor

Job Location: TX - Austin

Regional Description: Southwest

Job Number: 00594046

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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.

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.

Job Description


Supervise daily call center operations and all related Contact Center activities for all CSRs using CMS and Lync. Promotes a positive working environment. Maintains a courteous and professional attitude when working with all members of the Contact Center. 

Responsibilities may include:
  • Actively participates in team meetings
  • Promotes working relationships that support the growth and success of the leadership team as well as team members
  • Identifies, communicates, and resolves potential interdepartmental personnel peer problems and issues proactively
  • Coordinates work activities with other supervisors, managers and other departments
  • Identifies and resolves operational problems using defined processes, expertise and judgment. Conducts annual performance reviews for team members non direct customer facing roles as applicable
  • Assist with the development and implementation of procedures pertinent to the effective and efficient operation of the Contact Center
  • Work closely with Contact Center Management Team to include but not limited to Workforce, Quality Assurance, and Training regarding staff performance and training needs 
  • Remain courteous, helpful, and sensitive to customer needs agent peers at all times 
  • Responsible for reporting issues
  • Assists and advises staff members in resolving problems and issues that arise with internal and external customers
  • Updates manager on assigned project s status as well as team performance to include accomplishments, areas of concern, Performance Improvement Reviews PIR 
  • Makes recommendations to management to improve procedures policy efficiency effectiveness
  • Attend meetings as needed in order to identify program impacts and assist in the development of solutions
Basic Qualifications
  • Minimum of 5 years of experience working as a Supervisor, Leader, Team Lead, Quality Assurance and or Trainer
  • Minimum of a High School Diploma or GED
Preferred Qualifications
  • Bachelor's degree
  • Microsoft office in a professional setting
  • Military Veteran 
  • Ability to develop, adhere and execute processes 
  • Identify areas of opportunity within team and develop to success 
  • Strong training skills 
  • Strong willingness to work non traditional shifts within 12 hour work period 
  • Solid track record of inspiring action based on data driven insight

Professional Skill Requirements

  • Proven success in contributing to a team-oriented environment
  • Proven ability to work creatively and analytically in a problem-solving environment
  • Desire to work in an information systems environment 
  • Excellent leadership, organizational, communication (written and oral) and interpersonal skills

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 a Federal Contractor and 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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