Junior Team Lead

Solekai Systems Corp Albuquerque , NM 87102

Posted 2 months ago

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions - underpinned by the world's largest delivery network - Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

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.

Job Description:

The key responsibilities for the Junior Team Lead role are as follows:

  • Manage a team of 15 Contact Center representatives to respond to customer questions and complaints and troubleshoot problems with services

  • Ensure agents understand and comply with all call center objectives, performance standards, and processes policies

  • Answer agent questions regarding best practices and act own escalated issues or difficult calls

  • Identify operational issues and suggesting possible improvements

  • Monitor and evaluate agent performance, providing 1x1 feedback, learning or coaching opportunities, and taking corrective action, if needed in accordance with internal processes procedures

  • Conduct Quality Assurance monitoring assessment of customer calls both recorded and live

  • Prepare and present team performance reports and analyzing data to assist management as they determine call center goals

  • Champion Continued Process Improvement CPI Program for CSR processes, systems and customer experience

  • Work with other supervisors and management team members to support agents, interdepartmental communications and maximize customer satisfaction

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Junior Team Lead

Solekai Systems Corp