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.

Job Description:

 

The key responsibilities for the Team Lead & Continuous Improvement Program Lead are as follows:

  • Manage a team of Contact Center Team Leads to respond to customer questions and complaints and troubleshoot problems with services
  • Ensure Teams understand and are compliant with all Contact Center objectives, performance standards, and policies
  • Lead with Leadership DNA Methodology
  • Advocate and support Accenture initiatives and programs and provides coaching and Team Lead career growth
  • Monitor and evaluate Team Lead performance to ensure Contact Center performance goals are meet exceeded
  • Provide learning or coaching opportunities, and take corrective action, if necessary
  • Prepare reports and analyzing data to assist management in identifying trends or gaps in Contact Center goals performance
  • Work with Client Project Program managers, supervisors and management team members to support departmental objectives and maximize customer satisfaction
  • Communicate internal, external and interdepartmental process procedure changes using a Management Operations System communication methodology
  • Maximize situational awareness and customer satisfaction


Qualifications

Basic Qualifications:

  • Minimum of 5 years experience working with Medicaid or Health Care Services
  • Minimum of 5 years of contact center experience
  • Minimum of 4 years of experience leading teams of 10 or more employees

Preferred:

  • Microsoft Office experience
  • Bachelor's degree

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.

 

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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