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Team Lead - Copyright Workflow
Location : California, Sacramento
Refer job # SZWI339373

Job Responsibilities and Requirements: Job Description: The Team Lead (TL) will be responsible for the management of a team of agents, subject matter experts (SME's)and Senior Agents, if any, within the Contact Center. Through monitoring and on the job coaching, the Team Lead will assist the agents in achieving quality, handle time, resolution rate, attendance and any other key performance indicators( KPIs). The Team Lead will work as part of the management team striving to meet all service level agreements (SLAs), targets and objectives through effective staff management. The Team Lead will provide technical and operational support, where possible, to all agents as well as to other colleagues. Responsibilities: promotes a strong customer care culture by effectively dealing with all customer escalations to resolution provides clear instructions to the agents of working priorities for the day, their targets, and their previous performance provides coaching to all agentsto ensure that quality and productivity performance is optimized ensures that all staff related systems are updated regularly, providing oneself and the department with a true overview of the activity and attendance of your team ensures all security checks are carried out in line with company policies and procedures, ensuring the risk of fraud is minimized ensures that all information relevant to the role and company is communicated to the team members through regular briefings ensures full compliance with the DataProtection Act 1989 and subsequent amendments contributes to the team of Team Leaders, through open and regular communications and effective performance management assists with Contact Center agent recruitment as and when necessary proactively reports on any instances of potential fraudulent internal and or external activities to an Operations Manager provides the agents with monthly one to one's and quarterly one to one's where performance and development is discussed minimizes customer complaints and escalations by directing the team in providing exceptional service and call controlQualifications: Basic Qualifications Minimum 1 year of team management experience Minimum 1 year of client interaction experience Preferred Qualifications Experience in coaching and developing associates Bachelor's degree Prior experience in a customer service and technical support environment Professional Skill Requirements Excellent written and verbal communication skills Planning and organization skills LeadershipApplicants 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 (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).



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