Junior Team Lead

The Junior Team Lead improves organization performance and achieve program goals by developing and executing end-to-end project management activities. They demonstrate creativity and flexibility when creating and driving project plans and estimates, scope and requirements from implementation to deployment. Proactively manage and report on execution of deliverables. Master communicators across multiple stakeholders aligning priorities and direction.

Job Description

• Manage a team of 15-25 Contact Center representatives to respond to customer questions and complaints and troubleshoot problems with services
• Ensure agents understand and comply with all call center objectives, performance standards, and processes policies
• Answer agent questions regarding best practices and act own escalated issues or difficult calls
• Identify operational issues and suggesting possible improvements
• Monitor and evaluate agent performance, providing 1:1 feedback, learning or coaching opportunities, and taking corrective action, if needed in accordance with internal processes procedures
• Conduct Quality Assurance monitoring assessment of customer calls both recorded and live
• Prepare and present team performance reports and analyzing data to assist management as they determine call center goals
• Champion Continued Process Improvement (CPI) Program for CSR processes, systems and customer experience
• Work with other supervisors and management team members to support agents, interdepartmental communications and maximize customer satisfaction

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Qualifications

Job Qualifications

Basic Qualifications

• Minimum of 6months' experience working with Human Servicesor State & Federally Funded Programs (Ex: TANF, SNAP, LiHeap, Child Support Enforcement Services, Early Childhood Education or Medical Assistance)
• Minimum of 1 year of experience in a contact center

• Minimum of 1 year experience leading a team, or working as a SME/workflow management experience

Preferred Skills

• Microsoft Office experience to include Excel, Word, Power Point
• Experience with Customer Relationship Management (CRM) tools such as Salesforce
• Workforce Management Software (WFM) such as: Verint, AWS

• Associates degree

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 $39,300 - $71,499 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.

Locations
AZ - Phoenix,NM - Albuquerque