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 Team Lead will be responsible for managing a team that analyzes and reviews user profiles, videos, and text-based content that are reported by users or flagged by the system. You will use your problem-solving skills to continuously deliver value to our clients, while making a larger impact on society.
Key Responsibilities:
- Responsible for daily supervision of a team and includes the management of customer interactions to increase customer satisfaction and improve service quality
- Operates as a subject matter expert and may be the escalation point for issue resolution and customer escalations
- Manages effective internal and external client relationships within a defined area of responsibility
- Exercises 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. Includes 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
- Perform and or ensure completion of quality review check on outgoing work e.g., proof data entry, correspondence, and other tasks
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Qualifications
Basic Qualifications
- Minimum of 1 year of experience in an Operations Delivery environment
- Minimum of 1 year of experience in a supervisory, quality assurance or training role
- Bachelor's degree
- Reporting and analytics experience
- Experience with escalation management and managing projects to established SLA's
- Operations Delivery experience in the Social Media industry
- Experience with software for office productivity, including Microsoft Office
- Excellent written and verbal communication skills
- Quick learner and adaptable to learn new processes, concepts, and skills
- Excellent organizational and time management skills
- Strong attention to detail, results oriented, self-directed, and inquisitive
- Ability to work collaboratively and independently while managing multiple projects, assignments and responsibilities
- Ability to remain neutral and review work as defined by policies and procedures and keeping personal bias aside
- Ability to multitask in several computer systems
- Takes initiative to proactively identify and solve problems
- Strong attention to detail with critical thinking skills
- Ability to work in a fast-paced setting
- Strong problem solving and troubleshooting skills
- Experience with confidential information collection and management
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