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 Sr. Team Lead – Customer Service is responsible for the delivery of service and service metrics to client as per contractual agreement, while helping the Ops Lead to manage all aspects of the team s strategy, forecasting and delivery of execution excellence.

You will support the future growth of the established team and people management, motivation, engagement and accountability are the key functions of this role.

 

Key Responsibilities:

  • Maintain and develop key client relationships

  • Delivery of service and service metrics to client

  • Support quality programs

  • Embed new processes and workflows into the team

  • Drive continuous improvement and value add initiatives

  • Meet the obligations established within the contract

  • Assess and implement change, strategic directions

  • Ensure process documentation complete and robust

  • Coaching, developing and managing team members

  • Supporting serious issue resolution and escalation management

  • Allocating resources and responsibilities across the team to deliver business results and develop team members

  • Responsibility for team members formal evaluation processes including career development and performance management


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Qualifications

Basic Qualifications:

  • Minimum of 5 years of experience managing teams

  • Minimum of 3 years of experience in a shared services / customer service operations environment

  • Minimum of 3 years of experience in customer service / technical troubleshooting

 

Preferred Qualifications:

  • Experience with working with global teams

  • Management of large teams of between 50-80 people and multi-party management i.e. subcontractors, client, other vendors etc.

  • Demonstration of ability to meet SLA s metrics

  • Revenue financial management oriented

  • Strong organizational, multi-tasking, and time management skills

  • Strong Communication skills

  • Excellent negotiation, influence, mediation and conflict management skills

  • Excellent business acumen

  • Creativity focused on cost reduction service improvement opportunities

  • Change Management experience

  • Ability to work in a process driven high demand environment

  • Service focused with ability to meet targets on a continuing basis

  • Ability to be flexible and work analytically in a problem-solving environment

  • Excellent communication written and oral and interpersonal skills

  • Strong supervisory, coaching and project management skills

  • Ability to manage multiple simultaneous activities across different business activities.

  • Delivery focus

  • Proven focus on Continuous improvement and adding value to clients

  • Proven experience managing matters involving sensitive and challenging user generated content with good judgment, discretion and sensitivity.

  • Six Sigma Green Belt Certification an advantage

  • Fluent English

 

 

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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