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Intelligent Citizen Services (ICS) Team Lead

Accenture

Accenture

Posted on Wednesday, June 5, 2024
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, ...

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent and innovation-led company with approximately 743,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability.

We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com.

Job Description:

The Intelligent Citizen Services (ICS) Team Lead is responsible for team performance management, remediation, review and updating standard operating procedures, and resolving state/technology issues for their direct reports.

Key Responsibilities:

  • Interact face to face with walk in clients and resolve their queries

  • Provides guidance and support to team members, monitor their performance and sets targeted goals

  • Reviews and assesses current procedures and identify opportunities to improve member service, effectiveness, and productivity

  • Works with Enablement Manager to escalate and resolve all technology roadblocks for new and existing agents

  • Recommend process and/or system enhancements based on data analysis, feedback from team members and observations

  • Collaborate with training, quality assurance and call center peers to clarify processes/procedures or escalate urgent cases

  • Monitor and sets targets for call agents to achieve based on aligned KPIs

  • Handles escalated customer interactions from agents and helps resolve issues and or escalating to Supervisor Leads as needed for resolution

Role Requirements:

  • Ability to work an 8 hour shift Monday – Friday between 9:00 am – 5:00 pm ET

  • Onsite role

Basic Qualifications:

  • Minimum of 1 years’ experience working in a call center environment

  • Minimum of 1 years’ experience in a people lead role

Preferred Qualifications:

  • Microsoft Office experience to include Excel, Word, Power Point

  • Experience with Customer Relationship Management (CRM) tools such as Salesforce

  • Workforce Management Software (WFM) such as: Verint, AWS

  • Associates degree in education field with teaching experience in educational environment

#LI-NA

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, New York or Washington as set forth below.

The application window for this job will remain open until at least 05/12/2024. However, if this date has passed, please note we are still accepting applications.

Information on benefits is here.

Role Location Hourly Salary Range

California $26.20 to $63.13

Colorado $26.20 to $54.52

New York $24.28 to $63.13

Washington $27.93 to $58.08

Boston, MA

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 such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. 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. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement

Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Accenture is committed to providing veteran employment opportunities to our service men and women.

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. Further, at Accenture a criminal conviction history is not an absolute bar to employment.

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.

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.