Customer Service Team Lead

Customer Service Team Lead

The Customer Service Team Lead will manage a team of agents to deliver high quality customer service performance and proactive issue resolution. Key responsibilities include :

• 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 the 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 team's performance with key performance indicators that will be measured and reported daily.

Role requirements :

Basic Qualifications :

Preferred Qualifications :

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.

We accept applications on an ongoing basis and there is no fixed deadline to apply. Information on benefits is here.