Operations is one of four services that make up one Accenture -the others are Strategy and Consulting, Interactive and Technology.

The Commerce Team Lead is responsible for the daily supervision of a team, which includes the management of customer interactions to increase customer satisfaction and improve service quality. The Team Lead also operates as a subject matter expert (SME) and may be the escalation point for issue resolution and customer escalations.

Role Responsibilities

• Manage effective internal external client relationships within a defined area of responsibility
• Exercise consistent judgment and discretion with work directly related to management policies and the general operations of the business
• Assign all work assignments, commit the team to the work, manage the quality of the work and drive the people management activities within the team
• May make decisions about the day to day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling
• This may include adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours
• Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from Payroll Manager or workforce planner
• Perform and or ensure completion of quality review check on outgoing work e.g., proof data entry, correspondence, and other tasks within immediate team to ensure quality, accuracy, and consistency
• Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases
• Prepare, analyze and interpret complex reports information and formulate conclusions
• Act as technical and functional resource and SME for team members, peers and or clients as assigned
• May be accountable for ongoing management of effective client service relationship in one area of the business, by acting as main point of contact for senior client representatives
• Anticipate, identify, and assess complex issues

Role Requirement : Schedule flexibility to lead a team that operates in staggered shifts including nights and weekends

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Qualifications

Basic Qualifications

• Bachelor's degree or Minimum 1 year experience in a customer facing operations environment
• Minimum 1 year experience supervising/managing teams OR Minimum 1 year experience in a trainer, SME or QA role

Preferred Qualifications

• Minimum 1 year experience with escalation management and managing projects to established SLAs (service level agreements)
• Active user of social media platforms
• Experience managing project operations to daily goals and deliverables
• Reporting and analytics experience
• Ability to work in a fast-paced setting

As required by theColorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only , the range of starting pay for this role is $50,200 - $80,499 and information on benefits offered is here.

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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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