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Accenture · 17 hours ago

Customer Support Team Lead

San Antonio, 10931 Laureate Drive, OPS

Full-time

Onsite

Entry, Mid Level

$24.42/hr - $50.48/hr

1+ years exp

Accenture is a leading global professional services company that helps organizations build their digital core and enhance citizen services. The Customer Support Team Lead role is to manage a team of agents to deliver high quality customer service performance and proactive issue resolution.

Business Information SystemsConstructionConsultingInformation ServicesInformation TechnologyInfrastructureManagement ConsultingOutsourcing

No H1B

Responsibilities

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 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 teams performance with key performance indicators that will be measured and reported daily