17 days old

Senior Agent

Austin, TX 78703

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.

The Senior Agent
Content Review provides support by answering questions and leading the
team in day to day activities. The
Senior Agent splits their time evenly between content moderation and obtaining
expert level knowledge about current content.

Role Responsibilities

+ Conducts root cause and other data analysis

+ Conducts health checks for high impact transitions, as requested

+ Participates as project team member in problem prevention and continuous improvement projects

+ Identifies operational improvement opportunities and presents recommendations to the appropriate teams for action

+ Acts as escalation point of contact for process questions, issues and resolution

+ Contributes to the overall team development, shares knowledge as well as coaches and mentors other team members

+ Ensures all escalations are properly addressed in a timely manner to appropriate personnel

+ Communicates appropriately and comfortably with Accenture management, end users and client groups

+ Possesses ability to work across different shift hours including weekends and peak critical service delivery periods


+ Minimum 1 year of experience in
a service desk or call center environment

Preferred Qualifications

+ Bachelors degree

+ Experience working within
service delivery and target driven environment

+ Experience identifying
operational opportunities for improvement

+ Ability to confidently present
business metrics, guidance, trends and feedback in a client facing
environment as well as internally within the team

+ Ability to operate within a
team environment, multi-tasking and prioritizing work across supported

+ Strong organizational and
administrative skills

+ Ability to work with integrity,
confidentiality and professionalism

+ Ability to meet tight deadlines
with focus on quality, results and timely delivery

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.

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

Accenture is a federal contractor and 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.


Posted: 2020-01-06 Expires: 2020-02-09

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Senior Agent

Austin, TX 78703

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