22 days old

Sr. Team Lead - Ads Review

Denver, CO 80238
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 Ad Review Senior Team Lead will be responsible for managing Team Leads, Quality Analysts and Agents. They will manage the workload of the team, make work assignments, and have responsibility for developing team members. They may be the escalation point for issue resolution and customer inquiries. You will manage effective internal and external client relationships within a defined area of responsibility. You will use consistent judgment and discretion with work directly related to management policies and the general operations of the business.

Key Responsibilities
Lead a group of Team Leads, Quality Analysts and Agents in a service delivery operations environment
Stakeholder management
Develop and maintain an understanding of customer Service Level Agreements and departments key performance requirements
Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on the job training and classroom training
Share information required for the team to be successful
Act as the primary knowledge resource for a product and service and use this knowledge by periodically taking on cases within the ticketing system
Demonstrate the understanding of the customers business needs and maintain high customer satisfaction ratings
Seek opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
Perform follow up on incidents with customer to ensure customer satisfaction
Raise process and or procedure improvement opportunities to supervisor team lead
Identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
Assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement

Basic Qualifications
Minimum of 2 years in a Delivery Team Lead role managing and developing teams
Minimum of 2 years of experience in a customer facing operations environment
Minimum of 2 years of experience with escalation management and managing projects to established SLAs
Minimum of 1 year of experience with social media tools and systems

Preferred Qualifications
Bachelors degree
Experience managing project operations to daily goals and deliverables
Demonstrate experience in technical work environments with highly tech savvy teams
Ability to work in a fast-paced dynamic environment
Schedule flexibility
Reporting and analytics experience
Active on social networking apps
Basic troubleshooting and excel experience

Professional Skill Requirements
Proven success in contributing to a team-oriented environment
Proven ability to work creatively and analytically in a problem-solving environment
Desire to work in an information-systems, fast paced environment
Excellent leadership, communication written and oral and interpersonal skills
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 OpportunityAll 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: 2019-11-18 Expires: 2019-12-18

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Sr. Team Lead - Ads Review

Denver, CO 80238

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