Contact Center Jr. 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.

Job Description

The Team Lead is responsible for daily supervision of a team e.g. delivery, process. They manage the workload of the team, may make work assignments, and have responsibility for developing team members. This role may be the escalation point for issue resolution and customer inquiries. The role manages effective internal external client relationships within a defined area of responsibility. This role also exercises consistent judgment and discretion with work directly related to management policies and the general operations of the business.

Key Responsibilities:

  • Management of a team of analysts, enforcing Accenture core values within the team and project, managing project operations, and making sure that SLAs are met on a daily basis.
  • The Team Lead will be in charge of conducting daily huddles, week wrap up meetings and monthly one on ones with the analysts and the management team.
  • Measurement and management of the team's success and will act as a Subject Matter Expert in all matters processed by the team.
  • Monitor risk within operations to be able to escalate to management in a timely manner.
  • Maintaining the production schedule, keeping track of holidays, sick leaves and leaves. Identify gaps in customer policies and drafts proposals accordingly

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