Job Description

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 537,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.

 

In today’s business environment, growth isn’t just about building value—it's fundamental to long-term business survival. So how do organizations sustain themselves? The key is a new operating model—one that's anchored around the customer and propelled by intelligence to deliver exceptional experiences across the enterprise at speed and at scale. You will deliver breakthrough business outcomes for clients—by harnessing talent, data and intelligence to revolutionize their operating models.

 

Operations is one of four services that make up one Accenture –the others are Strategy and Consulting, Interactive and Technology.

The Intelligent Citizen Services Team Lead will manage day to day operations with supervisory authority over a team of call center agents. This role will interface with delivery leadership on a daily basis.

Key Responsibilities

  • Manage service delivery including but not limited to call volume, quality control, workflow management and reporting.

  • Measuring and analyzing reporting metrics.

  • Coaching, mentoring, and developing direct reports.

  • Motivating and leading associates by example, effectively communicating individual, team and company objectives to optimize knowledge transfer and maintain transparency wherever possible.

  • Identify, implement, and oversee process improvements across the team in conjunction with delivery leadership.

  • Demonstrate the highest levels of integrity, character, and professionalism in every associate, customer, and client interaction.

  • Reports directly to Service Delivery Lead.

Show more


Qualifications

Basic Qualifications

  • Minimum of 1 year call center management experience leading a team of 20 agents.

  • Associate's Degree or equivalent work experience in a call center.


Preferred Qualifications

  • Experience with Workforce Management WFM and WFM Tools e.g. IEX NICE, Blue Pumpkin, Genesys.

  • Experience with telephony systems AWS Connect, ZenDesk, Cisco, etc.

  • Experience with CRM tools Salesforce, ServiceNow, MSNow, etc.

  • Business Process Outsourcing experience.

  • Cross industry and functional operations experience.

  • Strong PPT and Excel pivot tables, statistical analysis with Excel functions, data mining and process mapping.

  • Demonstrated teamwork and collaboration in a professional setting.

  • Understanding of transformation methodologies.

  • Provide recommendations for process improvements to drive efficiency and cost savings.


Professional Skill Requirements

  • 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.

  • Ability to work independently, prioritize and meet deadlines.



What We Believe


We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.


Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here


Equal Employment Opportunity Statement


Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.


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.


Accenture is committed to providing veteran employment opportunities to our service men and women.


For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement.


Requesting An Accommodation


Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.


If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.


Other Employment Statements


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.


Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.


Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.


The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

Please be aware that Accenture requires all employees to be fully vaccinated as a condition of employment. Accenture will consider requests for medical or religious accommodation to this vaccination requirement during the recruiting process.

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.

image

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.

image

Work Environment

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

Rewards & Benefits

With Accenture's Total Rewards, you are empowered to be your best—for the business, for your family, and for yourself.

View All

Learn more about Accenture

Our more than 500,000 people in more than 120 countries, combine unmatched experience and specialized skills across more than 40 industries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.

View All

Stay connected

Join our Team

Join Our Team

Search open positions that match your skills and interest. We look for passionate, curious, creative and solution-driven team players.

Keep up to date

Keep Up to Date

Stay ahead with careers tips, insider perspectives, and industry-leading insights you can put to use today–all from the people who work here.

Stay Connected

Job Alert Emails

Personalize your subscription to receive job alerts, latest news and insider tips tailored to your preferences. See what exciting and rewarding opportunities await.

View All