Accenture Team Lead / Reporting Analyst in Austin, Texas
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 425,000 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.
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.
Customer Service Delivery professionals includes the management of customer interactions to increase customer satisfaction and improve service quality.
Responsibilities of the Operations Team Lead / Reporting Analyst:
The Team Lead is responsible for daily supervision of a team and includes the management of customer interactions to increase customer satisfaction and improve service quality.
Operates as a subject matter expert and may be the escalation point for issue resolution and customer escalations.
Manages effective internal/external client relationships within a defined area of responsibility.
Exercises consistent judgment and discretion with work directly related to management policies and the general operations of the business.
Assign all work assignments, commit the team to the work, manage the quality of the work and drive the people management activities within the team.
May make decisions about the day to day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours
Manage workloads to ensure even distribution of responsibilities and provide development opportunities
Perform and or ensure completion of quality review check on outgoing work e.g., proof data entry, correspondence, and other tasks within immediate team to ensure quality, accuracy, and consistency Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases Prepare, analyze and interpret complex reports information and formulate conclusions
Act as technical and functional resource and Subject Matter Expert for team members, peers and or clients as assigned
May be accountable for ongoing management of effective client service relationship in one area of the business, by acting as main point of contact for senior client representatives Anticipate, identify, and assess complex issues problems
Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to supervisor and assist other team leads with resolutions, as needed Identify, document, and review opportunities for team
Assess and resolve non-standard and standard issues or problems
Seek advice and escalate issues when faced with tasks/problems outside the scope of the work
Ensure both contractual and operational KPIs are met responsibility of delivering the service within agreed deadlines and at the required quality
Measure and report statistics of Operations Team ensure that productivity and quality targets are being achieved
Minimum of 1+ years of experience in an Operations environment
Minimum of 1+ years of experience in a customer facing operations Supervisory Role
Minimum of 1+ years of experience in data analysis and reporting of operations metrics
Minimum of a High School Diploma or GED
Reporting and analytics experience including SQL
Experience with escalation management and managing projects to established SLA’s
Active user of social media platforms
Schedule flexibility to work on some weekends
Experience with Microsoft Office products
Ability to multitask in several computer systems
Excellent written and verbal communication skills
Highly motivated and hard-working with the ability to think clearly under pressure
Takes initiative to proactively identify and solve problems
Strong attention to detail with critical thinking skills
Able to work individually and collaboratively
Passion for ensuring high quality product experiences
Ability to work in a fast-paced setting
Schedule flexibility to lead a team that operates over the weekend
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.
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.