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 469,000 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.
 
Portfolio & Delivery Management professionals plan, deliver and execute one or more projects and programs for Accenture or its clients, ensuring appropriate resources are mobilized and programs/projects/portfolios meet operational, contractual and economic commitments.
 
Job Description
The Client Services Delivery Lead will have the following responsibilities:
  • Serve as the primary client contact for service level or other contracted metrics and take responsibility for issue resolution
  • Involved in setting strategic direction and establishing short- and long-term goals for client projects
  • Interact with senior management levels at client and within Accenture, including negotiating or influencing significant matters
  • Broad latitude in decision-making and determining objectives and approaches to critical projects
  • Manage large teams and work efforts at client and Accenture locations.
  • Monitor forecasted and actual service levels proactively to ensure noiseless delivery
  • Key contact point to work with other internal Accenture functions
  • Escalation point for all verticals
  • Drive Insights, innovation governance and issue risk management
  • Drive process changes and provide regular updates as per client reporting requirements
  • Resource management and people development

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Qualifications

Basic Qualifications:
  • 5 years of experience in a client-facing role
  • 5 years of Team Management
  • 5 years Customer Support Operations experience in a Contact Center environment
Preferred Qualifications:
  • Bachelor’s degree
  • Experience designing, implementing, and running a digital advertising service and support model
  • Experience in the social media industry
  • Outsourcing operations experience
  • Experience leading a global team
  • Experience with workforce management tools or systems
Professional Skills:
  • Strong customer service focus
  • Ability to manage a large Team to include management of supervisory personnel
  • Ability to convert opportunities into solutions
  • Ability to work in a fast paced and deadline driven environment
  • Proven ability to build, manage and foster a team-oriented environment  
  • Proven ability to work creatively and analytically in a problem-solving environment  
  • Excellent communication (written and oral) and interpersonal skills  
  • Excellent leadership and management skills
  • Experience in developing/establishing processes and enforcing adherence to processes/policies
  • Ability to lead by influence with regards to change management, process revision, policy compliance/adherence, etc.
  • Ability to quickly become proficient in client processes and related systems
All of our professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
 
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.

Locations

CA - Los Angeles,CO - Denver

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.

Life at Accenture

Work where you're inspired to explore your passions and where your talents are nurtured and cultivated. Innovate with leading-edge technologies on some of the coolest projects you can imagine.

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Be your best every day in a work environment that helps drive innovation in everything you do.

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Training and Development

Take time away to learn and learn all the time in our regional learning hubs, connected classrooms, online courses and learning boards.

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With over 450,000 employees in more than 120 countries, Accenture solves our clients' toughest challenges by providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.

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