Job Description

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

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 the daily management of a Team of Agents who work in Business Processing Operations environment.

 

Key Responsibilities:

  • Team Management and coaching of Agents
  • Day to Day ops activities defined by the process owner work distribution
  • Client Interaction Reporting on SLA performance
  • Training Process improvement

 

       


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      Qualifications

      Basic Qualifications:

      • Minimum of 2 years of Customer Service Experience
      • Minimum of 1 years of Experience Supervising a Team

      Preferred Qualifications

      • Project Management Six Sigma or Lean certification
      • Training experience
      • Experience in a BPO environment
      • Experience in a Contact Center environment

      Professional Skills Requirements

      • Conflict management skills
      • Able to adapt quickly to workflow changes
      • High level of integrity as demonstrated personally and professionally
      • Maintain professional and personable demeanor always
      • Excellent written and verbal communication skills
      • Excellent organizational skills and detail-oriented approach to problem solving
      • Demonstrated proficiency in multitasking and prioritization

       

      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.

      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.

      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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