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.
 
Accenture people build careers in four different areas of our business: Consulting, Technology, Outsourcing and internal Corporate Functions. Each area offers a unique career experience and a compelling mix of work and training opportunities, work environment and structure for career progression.

Operations professionals work on projects across a range of business processes, business applications and information technology. They may provide technology services, such as application management, infrastructure management and systems integration, or they may deliver business process outsourcing services, including finance and accounting, procurement and human resources. Depending on the role, Outsourcing professionals may be based at a client’s office or in one of Accenture’s 50 delivery centers around the world.
 
The Team Lead – Customer Service 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 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.

Key Responsibilities:
  • Meeting metrics / SLAs
  • Improve operating efficiency
  • Managing team / Developing people
  • Developing relationship with client counterparts
  • Managing contract terms and conditions
  • Coordinate and manage assigned capability roles
  • Makes independent decisions, which have major day-to-day impact in area of responsibility, and may influence the direction of other areas.

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Qualifications

  • Minimum of 2 years of professional work experience
  • Minimum of 1 year of experience in customer service / technical troubleshooting

 

Preferred Qualifications:

  • Bachelor’s degree
  • Minimum of 6 months experience with people management & reporting
  • Minimum of 1 year of 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
  • Program and Client Management 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.

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.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

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