Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world's largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.
The key responsibilities for the Junior Team Lead role are as follows:
Manage a team of 15 Contact Center representatives to respond to customer questions and complaints and troubleshoot problems with services
Ensure agents understand and comply with all call center objectives, performance standards, and processes policies
Answer agent questions regarding best practices and act own escalated issues or difficult calls
Identify operational issues and suggesting possible improvements
Monitor and evaluate agent performance, providing 1x1 feedback, learning or coaching opportunities, and taking corrective action, if needed in accordance with internal processes procedures
Conduct Quality Assurance monitoring assessment of customer calls both recorded and live
Prepare and present team performance reports and analyzing data to assist management as they determine call center goals
Champion Continued Process Improvement CPI Program for CSR processes, systems and customer experience
Work with other supervisors and management team members to support agents, interdepartmental communications and maximize customer satisfaction
Ideal candidate profile
· Minimum of 5 years of experience working in Medicaid or similar Health Care Services
· Minimum of 3 years of contact center experience
· Minimum of 2 years of leading teams of 10 or more employees
· Microsoft Office experience
· Bachelor's degree
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 and with Accenture.
Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.
Equal Employment Opportunity: 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.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.