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The Team Lead is a collaborator with a strong background in a product data market ( web scale ) , such as data analysis and verification, perform and maintain metrics and provide leader s hip and strategies for their team. Apply knowledge of processes and related systems to assist in identifying, assessing and resolving issues/problems. Resolve issues when faced with tasks/problems outside the scope of the work. Develop and maintain the team´s product knowledge, industry knowledge, and business and professional skills .

Key Responsibilities / Activities

+ Leads low to medium complexity work stream on a project under the direction of a more senior Lead

+ Manage the project from scoping and requirements through deployment for an end-to-end project or specific area of a project

+ Escalate issues to management which cannot be resolved at the program/project level

+ Ensure resolution of cross segment/team project issues, risks, and/or conflicts and stakeholders clearly understanding on what risks will or will not be mitigated

+ Report and manage overall project/release status back to the project sponsor and stakeholders

+ Take responsibility for end-to-end solution delivery, ensuring timely delivery of high quality project deliverables through effective team communications and focus on quality including but not limited to all change requests

+ Ensure that the project team follows all quality assurance processes, including periodic reviews and transitions

+ Mentor and provide guidance to project resources to continually improve program/project productivity

+ Proactively assign work and provide instructions, advice and technical/business leadership and guidance to project staff; review work in progress in a timely manner and assess completed work for accuracy, required results and quality

+ Develops and maintains knowledge of customer and customer specific business environment

+ Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements

+ Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings

+ Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback

+ May promote client products and services by suggesting additional or alternative products to meet customer's needs

Skills RequirementsBachelor s degree or 3 years diploma or equivalent experience with preferable experience in contact centersClient Customer handling experienceExcellent customer service skillsProficient in Metrics and ReportingProficient in MS Office including MS Excel, Word, and PowerPointExperience managing 10 support professionalsExpertise handling escalations and customersAble to balance competing priorities5 years of experience in Customer Service

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Accenture is a global management consulting, technology services and outsourcing company. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with its clients to help them become high-performance businesses and governments.

Working with Accenture in the United States,  you can join ranks with more than 211,000 people in 120 countries and work with clients in nearly every major industry worldwide, including 96 of the Fortune Global 100, more than three-quarters of the Fortune Global 500 and government agencies around the world. Accenture’s people build careers in different areas of business, specifically Consulting, Technology and Outsourcing, as well as within our internal corporate functions.

With the breadth of talent our people have, they not only build strong careers, they offer their talents and skills to help clients and communities around the world.