Commerce Team Lead
LOCATIONS:
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 Commerce Team Lead is responsible for the daily supervision of a team, which includes the management of customer interactions to increase customer satisfaction and improve service quality. The Team Lead also operates as a subject matter expert (SME) and may be the escalation point for issue resolution and customer escalations.
Role Responsibilities
Manage effective internal external client relationships within a defined area of responsibility
Exercise consistent judgment and discretion with work directly related to management policies and the general operations of the business
Assign all work assignments, commit the team to the work, manage the quality of the work and drive the people management activities within the team
May make decisions about the day to day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling
This may include adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours
Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from Payroll Manager or workforce planner
Perform and or ensure completion of quality review check on outgoing work e.g., proof data entry, correspondence, and other tasks within immediate team to ensure quality, accuracy, and consistency
Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases
Prepare, analyze and interpret complex reports information and formulate conclusions
Act as technical and functional resource and SME for team members, peers and or clients as assigned
May be accountable for ongoing management of effective client service relationship in one area of the business, by acting as main point of contact for senior client representatives
Anticipate, identify, and assess complex issues
Role Requirement: Schedule flexibility to lead a team that operates in staggered shifts including nights and weekends
Basic Qualifications
Bachelor’s degree or Minimum 1 year experience in a customer facing operations environment
Minimum 1 year experience supervising/managing teams OR Minimum 1 year experience in a trainer, SME or QA role
Preferred Qualifications
Minimum 1 year experience with escalation management and managing projects to established SLAs (service level agreements)
Active user of social media platforms
Experience managing project operations to daily goals and deliverables
Reporting and analytics experience
Ability to work in a fast-paced setting
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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
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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.
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