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.
 
The Customer Support Senior Team Lead will be responsible for managing Team Leads, Quality Analysts and Agents. They will manage the workload of the team, make work assignments, and have responsibility for developing team members. They may be the escalation point for issue resolution and customer inquiries. You will manage effective internal and external client relationships within a defined area of responsibility. You will use consistent judgment and discretion with work directly related to management policies and the general operations of the business.
 
Key Responsibilities
  • Lead a group of Team Leads, Quality Analysts and Agents in a service delivery operations environment
  • Stakeholder management
  • Develop and maintain an understanding of customer Service Level Agreements and department’s key performance requirements
  • Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on the job training and classroom training
  • Share information required for the team to be successful
  • Act as the primary knowledge resource for a product and service and use this knowledge by periodically taking on cases within the ticketing system
  • Demonstrate the understanding of the customer’s business needs and maintain high customer satisfaction ratings
  • Seek opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
  • Perform follow up on incidents with customer to ensure customer satisfaction
  • Raise process and or procedure improvement opportunities to supervisor team lead
  • Identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
  • Assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement

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Qualifications

Basic Qualifications
  • Minimum of 2 years in a Delivery Team Lead role managing and developing teams
  • Minimum of 2 years of experience in a customer facing operations environment
  • Minimum of 2 years of experience with escalation management and managing projects to established SLAs
  • Minimum of 1 year of experience with social media tools and systems
 
Preferred Qualifications
  • Bachelor’s degree
  • Experience managing project operations to daily goals and deliverables
  • Demonstrate experience in technical work environments with highly tech savvy teams
  • Ability to work in a fast-paced dynamic environment
  • Schedule flexibility
  • Reporting and analytics experience
  • Active on social networking apps
  • Basic troubleshooting and excel experience
 
Professional Skill Requirements
  • Proven success in contributing to a team-oriented environment
  • Proven ability to work creatively and analytically in a problem-solving environment
  • Desire to work in an information-systems, fast paced environment
  • Excellent leadership, communication written and oral and interpersonal skills
Basic Qualifications
  • Minimum of 2 years in a Delivery Team Lead role managing and developing teams
  • Minimum of 2 years of experience in a customer facing operations environment
  • Minimum of 2 years of experience with escalation management and managing projects to established SLAs
  • Minimum of 1 year of experience with social media tools and systems
 
Preferred Qualifications
  • Bachelor’s degree
  • Experience managing project operations to daily goals and deliverables
  • Demonstrate experience in technical work environments with highly tech savvy teams
  • Ability to work in a fast-paced dynamic environment
  • Schedule flexibility
  • Reporting and analytics experience
  • Active on social networking apps
  • Basic troubleshooting and excel experience
 
Professional Skill Requirements
  • Proven success in contributing to a team-oriented environment
  • Proven ability to work creatively and analytically in a problem-solving environment
  • Desire to work in an information-systems, fast paced environment
  • Excellent leadership, communication written and oral and interpersonal skills
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.
 

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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