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ICS Team Lead

Accenture

This is a Full-time position in San Antonio, TX posted December 12, 2021.

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.

Operations is one of four services that make up one Accenture -the others are Strategy and Consulting, Interactive and Technology.

The Intelligent Citizen Services Team Lead will manage day to day operations with supervisory authority over a team of call center agents. This role will interface with delivery leadership on a daily basis.

Key Responsibilities

  • Manage service delivery including but not limited to call volume, quality control, workflow management and reporting.
  • Measuring and analyzing reporting metrics.
  • Coaching, mentoring, and developing direct reports.
  • Motivating and leading associates by example, effectively communicating individual, team and company objectives to optimize knowledge transfer and maintain transparency wherever possible.
  • Identify, implement, and oversee process improvements across the team in conjunction with delivery leadership.
  • Demonstrate the highest levels of integrity, character, and professionalism in every associate, customer, and client interaction.
  • Reports directly to Service Delivery Lead.

Basic Qualifications

  • Minimum of 1 year call center management experience leading a team of 20 agents.
  • Associate’s Degree or equivalent work experience in a call center.

Preferred Qualifications

  • Experience with Workforce Management WFM and WFM Tools e.g. IEX NICE, Blue Pumpkin, Genesys.
  • Experience with telephony systems AWS Connect, ZenDesk, Cisco, etc.
  • Experience with CRM tools Salesforce, ServiceNow, MSNow, etc.
  • Business Process Outsourcing experience.
  • Cross industry and functional operations experience.
  • Strong PPT and Excel pivot tables, statistical analysis with Excel functions, data mining and process mapping.
  • Demonstrated teamwork and collaboration in a professional setting.
  • Understanding of transformation methodologies.
  • Provide recommendations for process improvements to drive efficiency and cost savings.

Professional Skill Requirements

  • Proven ability to build, manage and foster a team oriented environment.
  • Proven ability to work creatively and analytically in a problem solving environment.
  • Excellent communication, written and oral and interpersonal skills.
  • Ability to work independently, prioritize and meet deadlines.

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.

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