Customer Support Team Lead

The Customer Support Team Lead role is to manage a team of agents to deliver high quality customer service performance and proactive issue resolution

Key Responsibilities:

• Communicate effectively with the team to deliver key messages and vision from management including daily huddles metric review target setting and providing visibility on responsibilities within the team

• Accountable for client satisfaction in area of responsibility against service level agreement and ensures achievement of key performance indicators

• Provide guidance escalation handling agent support and performance management

• Ability to deep dive on targets gaps and perform root cause analysis on teams performance

• Lead huddles with the team to drive results monitor progress and track status frequently throughout the day flagging risks when they present themselves

• Handle escalations provide coaching and address real time questions to ensure customer service is top priority

• Drive overall performance of the teams ensure there is alignment across the team the customer the internal stakeholders and the satisfaction of the overall results

• Be accountable for the teams performance with key performance indicators that will be measured and reported daily

Role Requirements:

• This is an onsite in San Antonio TX. You will be expected to relocate to and work in San Antonio, TX.

• Must be flexible to work any shift including weekends and holidays

• The role requires candidate pass English Assessments with a minimum score of B2 for the written portion and C1 for the spoken portion

Basic Qualifications:

• Minimum of 1 years’ team management experience

Preferred Qualifications:

• Preferably practical analytical problem-solving skills through analysis

• Customer service experience and experience working in a social media environment required

• Ability to work on own initiatives while in a team environment having a business and client impacts

• Ability to work rotating shifts as directed by their team and is subject to change

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.
We accept applications on an on-going basis and there is no fixed deadline to apply.

Information on benefits is here.

Role Location                            Hourly Salary Range

California                                      $26.39 to $63.13

Cleveland                                     $24.42 to $50.48

Colorado                                       $26.39 to $54.52

District of Columbia                    $28.08 to $58.08

Illinois                                            $24.42 to $54.52

Maryland                                       $26.39 to $54.52

Massachusetts                            $26.39 to $58.08

Minnesota                                     $26.39 to $54.52

New York/New Jersey                 $24.42 to $63.13

Washington                                    $28.08 to $58.08

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareh