The Team Lead will work together with the Senior Team Lead on the daily supervision of a team e.g. delivery, process, etc. , controlling and assigning the workload, and having responsibility for the development of each of the team members. The TL will assist the Senior Team Lead in the communications with the client as well as escalations and client inquiries. Success in this position requires exceptional people coaching and client service skills, analytical problem solving and the ability to work effectively with the Agents and the Senior Team Lead. It is required to have advanced knowledge of Media Integrity policies, SLA s and KPI s. Primary Responsibilities

+ Managing a team of analysts, enforcing Accentures core values within the team and project.

+ Working closely with the Ops Manager and support with clients demands, escalations, weekly and monthly business review preparation.

+ Supervising project operations and making sure that SLAs are met on a daily basis.

+ Acting as leader among peers and showing ability to support and influence the Team Leads group successfully.

+ Supporting Operations Manager in the supervision of the entirely team, acting as point of contact for the Team Leads group in relation to projects and initiatives.

+ Working closely with Training, Quality, and Reporting Teams to ensure the best possible operational experience for the client.

+ Conducting daily huddles, weekly wrap up meetings, and monthly one on ones with the analysts, your management team, and your leadership team.

+ Measuring and managing the team s success and act as a Subject Matter Expert in all matters processed by the team.

+ Monitoring risk within the operation, escalating to leadership in a timely manner.

+ Providing coaching, guidance and career development to the members of your team.

+ Maintaining the production schedule, keeping track of approved overtime

B asic Skills Experience

+ Comprehensive knowledge of Media Integrity processes and SLAs is mandatory.

+ Minimum of 2 years experience in a customer client facing operations environment.

+ Minimum of 2 years experience managing developing teams of professionals.

+ Minimum of 1 year experience with escalation management and managing projects to established SLA s.

+ Active user of social media services.

Preferred Skills Experience

+ Bachelor s Degree Preferred.

+ Preferred Experience managing project operations to daily goals and deliverables.

+ Preferred Experience in leading a Costumer Services Team.

+ Demonstrate experience in technical work environments with highly tech savvy teams.


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.

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