Team Lead

The Team Lead will manage a team of agents to deliver high quality customer service performance and proactive issue resolution.

Key Responsibilities:

• Communicate effectively with the team to deliver key messages and vision from management including daily huddles, metric review, target setting, and providing visibility on responsibilities within the team
• Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators
• Provide guidance, escalation handling, agent support, and performance management
• Ability to deep dive on targets, gaps, and perform root cause analysis on teams performance
• Lead huddles with the team to drive results, monitor progress, and track status frequently throughout the day, flagging risks when they present themselves
• Handle escalations, provide coaching, and address real time questions to ensure customer service is top priority
• Drive overall performance of the teams, ensure there is alignment across the team, the customer, the internal stakeholders, and the satisfaction of the overall results
• Be accountable for the teams performance with key performance indicators that will be measured and reported daily

Role Requirements:

• This is an onsite in Fremont, CA
• Must be flexible to work any shift between 5:00 am 12:00 am PT including weekends and holidays

Basic Qualifications:

• Minimum of 1 year team management experience

Preferred Qualifications:

• Preferably practical analytical problem-solving skills through analysis

• Customer Service Experience and experience working in a social media environment would be advantageous

• Ability to work on own initiatives while in a team environment having a business and client impacts

• Ability to work rotating shifts as directed by their team and is subject to change

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New Jersey, New York or Washington as set forth below.

We accept applications on an on-going basis and there is no fixed deadline to apply.

Information on benefits is here.

Role Location Hourly Salary Range

California $26.39 to $63.13

Colorado $26.39 to $54.52

District of Columbia $28.08 to $58.08

Illinois $24.42 to $54.52

Minnesota $26.39 to $54.52

Maryland $26.39 to $54.52

New York/New Jersey $24.42 to $63.13

Washington $28.08 to $58.08

Requesting an Accommodation

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If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter.

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For details, view a copy of theAccenture Equal Opportunity Statement

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Other Employment Statements

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.

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

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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.

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