1+ months

Team Lead

San Francisco, CA 94103

Team Lead

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.

The Team Lead will be responsible for the management of a team of
agents, SMEs if any, and Senior Agents if any within the Contact Center.
Through monitoring and on the job coaching, The Team Lead will assist the
agents in achieving Quality, Handle Time, Resolution Rate, Attendance and any
other KPIs.

The Team
Lead will work as part of the management team striving to meet all SLA s,
targets and objectives through effective staff management. The Team Lead will
provide technical and operational support, where possible, to all agents as
well as to other colleagues.

Key Responsibilities include:

+ Promote a strong customer care culture by effectively dealing
with all customer escalations to resolution

+ Provide clear instructions to the agents of the working
priorities for the day, their targets, and their previous performance

+ Provide coaching to all agents to ensure that quality and
productivity performance is optimized

+ Ensure that all staff related systems are updated regularly,
providing oneself and the department with a true overview of the activity and
attendance of your team

+ Ensure all security checks are carried out in line with
company policies and procedures, ensuring the risk of fraud is minimized

+ Ensure that all information relevant to the role and company
is communicated to the team members through regular briefings

+ Ensure full compliance with the Data Protection Act 1989 and
subsequent amendments

+ Contribute to the team of Team Leaders, through open and
regular communications and effective performance management

+ Assist with Contact Centre agent recruitment as and when

+ Proactively report on any instances of potential fraudulent
internal and or external activities to an Operations Manager

+ Provide the agents with monthly 1to1 and quarterly 1to1s
where performance and development is discussed

+ Minimize customer complaints and escalations by directing the
team in providing exceptional service and call control


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Team Lead

San Francisco, CA 94103

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San Francisco, CA

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