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Team Lead

Job Location: IL - Chicago

Regional Description: Midwest

Job Number: 00605478


- 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.

The Team Lead is responsible for overseeing all manner of operations including weekly/monthly reporting, client insight requests, conflict resolution, candidate screenings, promotional development, process updates, Shift Lead communications, resource management, and client / incubation relations.

The Project Team Lead is accountable for attending weekly meetings with different client members to plan and coordinate team-wide process updates, product launches, and the resulting feedback reporting for project value creation. Communication between the project team members and the client is essential and a key component of the role.

The Team Lead will have the following responsibilities: 

  • Resolve escalations during shift
  • Report escalations to the Operations Manager
  • Monitor task job assignment queues for all associates on the shift in SRT Tasks
  • Manage coverage strategies for planned and unplanned absences
  • Plan the weekly schedules and breaks for the shift
  • Manage the floor daily, through regular touchpoints with associates on the shift
  • Coordinate handoffs during the shift overlap
  • Coordinate with previous shift lead on critical escalations and events
  • Monitor individual metrics for associates on the shift and set stretch targets
  • Seek out aging cases in backlog trends and follow up with associates to triage
  • Manage initial response time targets and prioritization of work across team members on a shift
Basic Qualifications:
  • Bachelor's Degree in any field
  • Minimum 1 year of experience in a Team Lead, SME or Supervisor in an operations/contact center

Preferred Qualifications:

  • Minimum 1 year experience in end to end incubation of multiple processes (communicating with client stakeholders directly)
  • Experience working with Global Teams (training, providing feedback, planning workload)
  • Minimum 6 months of management reporting experience
  • Minimum 6 months managing measured productivity of team and productivity driven operations
  • Proven strong communication skills with all levels of employees and management
  • Ability to perform special projects as needed in addition to daily responsibilities
  • Strong organizational 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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