Job Details
**Customer Service Team Lead**
KS - Overland Park JOB NO. R00070395 **Job Description**
**Location: Omaha, NE**
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations servicesall powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 674,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at .
Operations is one of four services that make up one Accenture the others are Strategy and Consulting, Interactive and Technology.
**Job Description:**
The **Team Lead** will be responsible for leading a team in charge of processing and investigating terms of service in, fraudulent, and spam related violations. The position is expected to support the team in completing content reviews in a timely and precise manner. The position will support keeping a safe platform. Resources are expected to be proactive, motivated, organized, and possess a global perspective in a fast paced, team-oriented environment.
Key Responsibilities:
* Supplier team management
* Deliver results through innovation, projects and process improvement to consistently exceed goals
* Drive quality and accuracy processes to ensure team alignment and consistency
* Oversee queue management to ensure workload distribution based on SLA, and proactively create plans and strategy to eliminate any backlogs
* Risk mitigation and issue management
* Act as point of contact for major escalations
* Ideas and process incubation
* Resource management and scheduling
* Coach and mentor associates by effective team management 1:1, mentoring, career counselling and development, feedback, wellness check, etc., while ensuring strong engagement and morale
* Recruitment of new reviewers
* Client management
* Responsible for ensuring the flow of information, from management and client to the agents and from the agents to management
*In the context of this role, individuals will be exposed to potentially disturbing content, and will need a level of resilience and maturity. We care for our employees well-being, health and safety and ensure that they have the support and resources needed to execute the responsibilities of their role.*
**Qualifications**
**Basic Qualifications:**
* Minimum 2 years experience managing teams
**Preferred Qualifications:**
* Experience working in the technology industry
* Experience working with global teams
* Ability to promote and maintain a safe and sane work environment across the supplier teams
* Experience with the review and moderation of user generated content
* Advanced written and verbal communication skills using a variety of communication channels
* Strong sense of urgency combined with proper discretion in resolving issues
* Ability to work extended or nontraditional hours on occasion to support emergency situations
* Ability to identify, analyze and report abuse trends to improve member experience
* Experience managing supporting client relationships
* Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision
* Ability to make discretionary decisions based on appropriate research with involvement as needed by key stakeholders
* Knowledge of MS Office Outlook
*As required by the Colorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado **only**, the range of starting pay for this role is $48,600 - $105,800 and*
***COVID-19 update:***
*The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually.*
*Subject to applicable law, please be aware that Accenture requires all employees to be fully vaccinated as a condition of employment. Accenture will consider requests for accommodation to this vaccination requirement during the recruiting process.*
***What We Believe***
*We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.*
*Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities.*
***Equal Employment Opportunity Statement***
*Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.*
*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.*
*Accenture is committed to providing veteran employment opportunities to our service men and women.*
*For details, view a copy of the .*
***Requesting An Accommodation***
*Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.*
*If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) ###-####, send us an or speak with your recruiter.*
***Other Employment Statements***
*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.*
*Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.*
*Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.*
*The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.*
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