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Service Delivery Operations Team Lead

Job Location: CA - San Jose

Regional Description: West

Job Number: 00557477

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- Job description

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

 

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.

 

Program Specialist Services professionals provide project-based support services within centers. These professionals support the delivery and execution of our key projects with specialized services.

 

Job Description

  • Looking for someone with outstanding customer service skills.
  • Basic understanding of business process improvement methods
  • Understanding of departmental policies and procedures
  • High level of integrity as demonstrated personally and professionally
  • Ability to identify and grow talent, lead, motivate and coach direct reports
  • Ability to establish and develop effective teams, manage their performance
  • Proven ability to identify training needs and support development of programs
  • Proven ability to coach in one on one and also in a team setting
  • Experience in quality assurance role, working closely with all departments to prioritize efforts while providing timely and high quality service
  • Expert familiarity with and quality review in all departments
  • Proven ability to sustain team motivation and create a fun, effective, dynamic environment which fosters performance and innovation
  • Able to adapt quickly to changes in workflow
  • Excellent organizational skills and detail oriented approach to problem solving
  • Demonstrated proficiency in multitasking and prioritization
  • Clearly demonstrated passion for ensuring the success of client's culture of excellence and commitment to quality and customer service
  • Able to adapt quickly to changes in workflow
  • Maintain a professional and personable demeanor at all times

 

Basic Qualifications
  • Minimum 1 year customer service experience
  • Minimum1 year experience of people development/management
  • Minimum of High School Diploma or GED
 Preferred Qualifications
  • Experience with escalation management and managing projects to established SLA’s
  • Contact center experience

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 (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a Federal Contractor and 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.

 

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