The Operations Team Lead is responsible for managing a team of high performing agents whose role is responsible for responding to law enforcement requests. As a Team Lead, you will ensure all client SLA targets are met, including Performance Management, People Management, Quality Management, Change Management etc.Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, any role supporting content moderation needs strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accenture’s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being.Key Responsibilities:
Understand and remain updated on changing client policies and guidelines
Investigate, resolve, and relay complex content issues to the broader Trust and Safety team within agreed-upon turnaround times and standards of quality
Able to provide mentorship, guidance and career development, and to support team with empathy and prioritize resilience needs.
Accountable to ensure that all client SLA targets are understood, proactively managed and met.
Expected to be able to manage ad hoc projects and programs related to improving service delivery to the clients customers.
Able to conduct and support client facing calls with updates, status and escalation management.
Able to drive opportunities for improvement across the operation and to identify and communicate goals to team and deliver on results
Role Requirement: Role requires candidate pass an English Assessment with a minimum score of C1Basic Qualifications:
Minimum of 1 year of experience in a Supervisory role (such a SME, Lead, etc)
Minimum of 2 years of experience in Operations Delivery
Preferred Qualifications:
Bachelor's degree
Experience in an international, legal operations, fraud or compliance environment
Experience in Trust and Safety operations
Experience developing, measuring, and documenting improved efficiencies in workflow and system processes
Professional Skills:
Sound coping, emotional resilience, and stress-management skills
Excellent comprehension, communication, and English skills
Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies
Experienced and able to establish and maintain key relationships, influence, and work across cross functional stakeholders
Strong attention to detail
Comfortable synthesizing and analyzing information from multiple streams
Strong critical thinking and decision-making skills
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 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. (https://www.accenture.com/us-en/careers/local/total-rewards) Role Location Hourly Salary RangeCalifornia $26.39 to $63.13Colorado $26.39 to $54.52District of Columbia $28.08 to $58.08Illinois $24.42 to $54.52Minnesota $26.39 to $54.52Maryland $24.42 to $50.48New York $24.42 to $63.13Washington $28.08 to $58.08What We BelieveWe 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 (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce) Equal Employment Opportunity StatementAccenture 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 (https://www.accenture.com/content/dam/accenture/final/accenture-com/document/Annual-Policy-Statement-Regarding-EEO-2023-Applicant.pdf#zoom=50) .Requesting An AccommodationAccenture 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 (https://www.accenture.com/us-en/about/contact-us) or speak with your recruiter.Other Employment StatementsApplicants 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.