Job Description

The Service Delivery Lead ensures project level performance against SLAs and KPIs including metric reporting on team performance. + Customer service is key to achieving success, sharing that vision through targets, discussions, hands on coaching + Manage the customer relationship and all agents providing it to ensure high quality of service delivered with the customer, the internal leadership, and stakeholders + Coach, performance development, mentoring, and general career counselling for team leads + Ensure results with the highest possible standard of quality and delivery + Deliver on hiring requirements and managing attrition for the regional delivery center + Drive insights gathering from team members to improve quality and processes + Work within multiple teams across both Accenture and our client to execute and deliver + Develop a culture of continuous improvement across the teams in the global delivery network + Lead and develop global initiatives + Manage and eliminate service delivery issues in a timely and proactive manner + Manage supply and demand, service quality and processes to meet delivery expectations + Implement the levers to consistently achieve performance targets Role Requirements: + This is an onsite in Fremont, CA + Must be flexible to work any shift between 5:00 am - 12:00 am PT including weekends and holidays + The role requires candidate pass English Assessments (written and spoken) with a minimum score of C1 for each Basic Qualifications: + Minimum of 3 years team management experience + Minimum of 1 years of experience working in a customer support environment Preferred Qualifications: + Ability to follow the strategic direction set by senior management when establishing near term goals + Well-developed analytical skills and the ability to provide clarity to complex issues, and synthesize large amounts of information + Ability to articulate and clearly communicate complex problems and solutions in a simple, logical and impacted manner 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, District of Columbia, Illinois, Maryland, Minnesota, New Jersey, New York or Washington as set forth below.We accept applications on an on-going basis and there is no fixed deadline to apply. Information on benefits is here. ( Role Location Annual Salary Range California $73,800 to $182,600 Colorado $73,800 to $157,800 District of Columbia $78,500 to $168,000 Illinois $68,300 to $157,800 Minnesota $73,800 to $157,800 Maryland $73,800 to $157,800 New York/New Jersey $68,300 to $182,600 Washington $78,500 to $168,000 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. Read more here ( 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 Accenture Equal Employment Opportunity and Affirmative Action Policy Statement ( . 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) 889-9009, send us an email ( 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.

Job Tags

Holiday work, Local area, Flexible hours,

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