17 days old

Junior Team Lead

Albuquerque, NM 87190


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 worlds 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 Junior Team Lead role are as follows:



+ Manage a team of 15 Contact Center representatives to respond to customer questions and complaints and troubleshoot problems with services


+ Ensure agents understand and comply with all call center objectives, performance standards, and processes policies


+ Answer agent questions regarding best practices and act own escalated issues or difficult calls


+ Identify operational issues and suggesting possible improvements


+ Monitor and evaluate agent performance, providing 1x1 feedback, learning or coaching opportunities, and taking corrective action, if needed in accordance with internal processes procedures


+ Conduct Quality Assurance monitoring assessment of customer calls both recorded and live


+ Prepare and present team performance reports and analyzing data to assist management as they determine call center goals


+ Champion Continued Process Improvement CPI Program for CSR processes, systems and customer experience


+ Work with other supervisors and management team members to support agents, interdepartmental communications and maximize customer satisfaction








Basic Qualifications:



+ Minimum of 3 years' experience working with State Support Services programs (Ex: TANF, SNAP, LiHeap, Child Support Enforcement Services, Early Childhood Education or Medical Assistance)


+ Minimum of 3 years contact center experience


+ Minimum of 1 year team lead experience



Preferred Skills:



+ 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.





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. Our rich diversity makes us more innovative, more competitive and more creative, which helps us better serve our clients and our communities.


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


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.




Categories

Posted: 2020-09-14 Expires: 2020-10-16

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Junior Team Lead

Accenture
Albuquerque, NM 87190

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