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Accenture

Commerce Team Lead

Austin, TX

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services-all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 537,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com .

In today's business environment, growth isn't just about building value-it's fundamental to long-term business survival. So how do organizations sustain themselves? The key is a new operating model-one that's anchored around the customer and propelled by intelligence to deliver exceptional experiences across the enterprise at speed and at scale. You will deliver breakthrough business outcomes for clients-by harnessing talent, data and intelligence to revolutionize their operating models.

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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.

What We Believe

We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.

Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here

Equal Employment Opportunity Statement

Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.

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.

Accenture is committed to providing veteran employment opportunities to our service men and women.

For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement .

Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

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

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.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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.

Job ID: AccentureInc-R00013751
Employment Type: Other