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 – Developer Support will be responsible for the daily management of a team of Support Operations analysts. They will be responsible for ensuring that SLAs are met and that the quality rate of their analysts does not drop below contractual agreed percentages. The Team Lead will be responsible for the growth of their analysts alongside the motivation of their team and ensuring a smooth delivery of services on all fronts at all times. The Team Lead needs to have an in-depth comprehension of team dynamics and excellent problem-solving skills, with a proactive approach to any foreseen issues. The Team Lead must have an interest in Social Media, Content Management & Mobile Applications.
 
Key Responsibilities:
  • Management of Support analysts
  • Making sure SLAs are met on a daily basis
  • Calibrate with Quality Assurance analyst on quality scoring and research ways to fix quality issues,
  • Identify holes in customer policies and drafts proposals accordingly.
  • The Team Lead will be in charge of conducting daily huddles, week wrap up meetings and monthly 1x1s with the analysts and the management team and shares information required for the team to be successful
  • The Team Lead will be responsible for the professional growth of their direct reports, and will be responsible for the measurement of their team’s success
  • Develops and maintains an understanding of customer Service Level Agreements and department’s key performance requirements
  • Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training
  • Develops and maintains knowledge of customer and customer specific business environment
  • Demonstrates understanding of the customer’s business needs and maintains high customer satisfaction ratings
  • Perform follow up on incidents with customer to ensure customer satisfaction
  • Identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
  • Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
  • May act as the primary knowledge resource for a product and service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor.
  • May take accountability for effectively handling senior level escalations or customer complaints received via various sources
  • May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
  • Enforcing Accenture core values within the team and project.
  • Identify ways to automate and maximize the client process including submission of We@Accenture ideas.

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Qualifications

Basic Qualifications:
 
Preferred Qualifications:
  • Bachelor’s Degree any field
  • Proficient in MS Office Suite, Google Docs, and the internet
  • Multi-tasking and eye to detail
  • Ability to summarize articles into succinct phrases for ease of understanding.
  • Adaptable to learn new processes, concepts, and skills.
  • Work as part of a team adding positive attitude and business focus.
  • Ability to work in a fast-paced deadline driven environment
  • Manage a team of multi-cultural analysts
  • Possession of excellent organizational skills
  • Resourcefulness and creative thinking
  • Proactive with a strong work ethic and eagerness to go the extra mile
  • Knowledge of the app industry
  • Experience or interest in developing mobile applications
  • Ability to communicate technical concepts clearly and effectively with some trouble shooting knowledge
 
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.

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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