The Customer Support Team Lead role is to manage a team of agents to deliver high quality customer service performance and proactive issue resolution
Key Responsibilities:
Communicate effectively with the team to deliver key messages and vision from management including daily huddles metric review target setting and providing visibility on responsibilities within the team
Accountable for client satisfaction in area of responsibility against service level agreement and ensures achievement of key performance indicators
Provide guidance escalation handling agent support and performance management
Ability to deep dive on targets gaps and perform root cause analysis on teams performance
Lead huddles with the team to drive results monitor progress and track status frequently throughout the day flagging risks when they present themselves
Handle escalations provide coaching and address real time questions to ensure customer service is top priority
Drive overall performance of the teams ensure there is alignment across the team the customer the internal stakeholders and the satisfaction of the overall results
Be accountable for the teams performance with key performance indicators that will be measured and reported daily
Role Requirements:
This is an onsite in San Antonio TX. You will be expected to relocate to and work in San Antonio, TX.
Must be flexible to work any shift including weekends and holidays
The role requires candidate pass English Assessments with a minimum score of B2 for the written portion and C1 for the spoken portion
Basic Qualifications:
Minimum of 1 years' team management experience
Preferred Qualifications:
Preferably practical analytical problem-solving skills through analysis
Customer service experience and experience working in a social media environment required
Ability to work on own initiatives while in a team environment having a business and client impacts
Ability to work rotating shifts as directed by their team and is subject to change
Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.We accept applications on an on-going basis and there is no fixed deadline to apply.
Information on benefits is here. (https://www.accenture.com/us-en/careers/local/total-rewards)
Role Location Hourly Salary Range
California $26.39 to $63.13
Cleveland $24.42 to $50.48
Colorado $26.39 to $54.52
District of Columbia $28.08 to $58.08
Illinois $24.42 to $54.52
Maryland $26.39 to $54.52
Massachusetts $26.39 to $58.08
Minnesota $26.39 to $54.52
New York/New Jersey $24.42 to $63.13
Washington $28.08 to $58.08
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 such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter.
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences.?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.?Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
For details, view a copy of the?Accenture Equal Opportunity Statement (https://www.accenture.com/content/dam/accenture/final/accenture-com/document-3/Accenture-Equal-Employment-Opportunity-Statement.pdf#zoom=50)
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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. Further, at Accenture a criminal conviction history is not an absolute bar to employment.
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.
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