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Team Lead

Job Location: CA - San Francisco

Regional Description: West

Job Number: 00602475


- Job description

Team 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.

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 be responsible for the management of a team of agents, SMEs if any, and Senior Agents if any within the Contact Center. Through monitoring and on the job coaching, The Team Lead will assist the agents in achieving Quality, Handle Time, Resolution Rate, Attendance and any other KPIs.

The Team Lead will work as part of the management team striving to meet all SLA s, targets and objectives through effective staff management. The Team Lead will provide technical and operational support, where possible, to all agents as well as to other colleagues.

Key Responsibilities include:
  • Promote a strong customer care culture by effectively dealing with all customer escalations to resolution
  • Provide clear instructions to the agents of the working priorities for the day, their targets, and their previous performance
  • Provide coaching to all agents to ensure that quality and productivity performance is optimized
  • Ensure that all staff related systems are updated regularly, providing oneself and the department with a true overview of the activity and attendance of your team
  • Ensure all security checks are carried out in line with company policies and procedures, ensuring the risk of fraud is minimized
  • Ensure that all information relevant to the role and company is communicated to the team members through regular briefings
  • Ensure full compliance with the Data Protection Act 1989 and subsequent amendments
  • Contribute to the team of Team Leaders, through open and regular communications and effective performance management
  • Assist with Contact Centre agent recruitment as and when necessary
  • Proactively report on any instances of potential fraudulent internal and or external activities to an Operations Manager
  • Provide the agents with monthly 1to1 and quarterly 1to1s where performance and development is discussed
  • Minimize customer complaints and escalations by directing the team in providing exceptional service and call control

Basic Qualifications:
  • Must have at least 1 year of team management experience in a contact center or customer service environment.
Preferred Qualifications:
  • Bachelor’s Degree in any technical related field
  • Prior experience in a Customer Service and Technical Support environment
  • Experience in coaching and developing associates
  • PC Literate Experience within an ACD environment
  • Excellent standard of oral and written English
  • Planning and Organization skills
  • Leadership, Communication and Motivation 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 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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