22 days old

Customer Service Team Lead

Denver, CO 80238

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.
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.
Program Specialist Services professionals provide project-based support services within centers. These professionals support the delivery and execution of our key projects with specialized services.
Customer Service Team Lead professionals includes the management of customer interactions to increase customer satisfaction and improve service quality.
The Customer Service Team Lead is responsible for daily supervision of a team (e.g. delivery, process). They manage the workload of the team, may make work assignments, and have responsibility for developing team members. They may be the escalation point for issue resolution and customer inquiries and will manage effective internal/external client relationships within a defined area of responsibility. This role also exercises consistent judgment and discretion with work directly related to management policies and the general operations of the business.

Responsibilities may include:
Manage a team of analysts, enforce core values within the team and project, manage project operations, and make sure that SLAs are met on a daily basis
Be in charge of conducting daily huddles, weekly wrap up meetings and monthly meetings with the analysts and the management team
Measurement and management of the teams success
Act as a Subject Matter Expert in all matters processed by the team
Monitor risk within operations to be able to escalate to management in a timely
Maintain the production schedule, keep track of holidays and sick leaves
Identify gaps in customer policies and drafts proposals accordingly to management


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Customer Service Team Lead

Denver, CO 80238

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Customer Service Team Lead

Denver, CO

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