Customer Support Service Delivery Lead

The Service Delivery Lead ensures project level performance against SLAs and KPIs including metric reporting on team performance.

• Customer service is key to achieving success, sharing that vision through targets, discussions, hands on coaching

• Manage the customer relationship and all agents providing it to ensure high quality of service delivered with the customer, the internal leadership, and stakeholders

• Coach, performance development, mentoring, and general career counselling for team leads

• Ensure results with the highest possible standard of quality and delivery

• Deliver on hiring requirements and managing attrition for the regional delivery center

• Drive insights gathering from team members to improve quality and processes

• Work within multiple teams across both Accenture and our client to execute and deliver

• Develop a culture of continuous improvement across the teams in the global delivery network

• Lead and develop global initiatives

• Manage and eliminate service delivery issues in a timely and proactive manner

• Manage supply and demand, service quality and processes to meet delivery expectations

• Implement the levers to consistently achieve performance targets

• Manage Team Leads and Training Team to identify new opportunities, workflows or potential improvements to the current process

Role Requirements:

• This is an onsite position in San Antonio, TX. Applicants 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 3 years’ team management experience
• Minimum of 1 year of experience working in a customer support environment

Preferred Qualifications:

• Ability to follow the strategic direction set by senior management when establishing near term goals
• Well-developed analytical skills and the ability to provide clarity to complex issues, and synthesize large amounts of information
• Ability to articulate and clearly communicate complex problems and solutions in a simple, logical and impacted manner 

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                                    Annual Salary Range

California                                           $73,800 to $182,600

Cleveland                                          $68,300 to $146,100

Colorado                                            $73,800 to $157,800

District of Columbia                         $78,500 to $168,000

Illinois                                                 $68,300 to $157,800

Maryland                                            $73,800 to $157,800

Massachusetts                                 $73,800 to $168,000

Minnesota                                         $73,800 to $157,800

New York/New Jersey                    $68,300 to $182,600

Washington                                      $78,500 to $168,000

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,