Automotive Contact Center Team Leader

Accenture; Auburn Hills (MI); Presencial; USD 65.000 - 90.000; Tempo integral

Resumo da vaga

Accenture PLC is seeking a Contractor Team Leader for an automotive contact center, onsite in the Auburn Hills, MI area. You will supervise a Tier 1 center, coach agents, and drive onboarding programs while aligning with dealer satisfaction and technical standards.

The role requires strong people leadership and automotive technical knowledge, with experience in coaching, onboarding, and performance management in a fast-paced environment.

Qualificações

• High School Diploma or GED required.
• 2+ years’ experience in management, project management, project coordination, or front-line supervision in automotive or mechanical servicing.
• 2+ years’ experience in Microsoft Office.

Responsabilidades

• Lead daily operations of the automotive contact center, coaching agents and managing performance.
• Resolve dealer or customer escalations, technical issues, and IT system challenges promptly.
• Support onboarding and training per SOPs; mentor staff on procedures and automotive diagnostics.
• Coach agents on case handling, workflows, and diagnostics to improve customer satisfaction.
• Monitor production, dealer satisfaction, and technical acumen; adjust staffing and priorities as needed.
• Assign tickets and manage agent caseload; perform root-cause analysis for issues.

Conhecimentos

People leadership

Automotive knowledge

Coaching

Training

Formação

High School Diploma or GED

Ferramentas

Microsoft Office

Descrição da vaga

Contractor Opportunity: Automotive Contact Center Team Leader

Location: 100% Onsite

Engagement Type: Contractor via Third-Party Supplier

Contracting Entity: Accenture

Supplier of Record: eTeam

Start Date: 12/14/2026

Duration: 12 Months with potential for extension

About The Role

We are seeking qualified contractors to fulfill the role of a team Supervisor for a Tier 1 Automotive OEM Contact Center where you will play a pivotal role in driving operational excellence and team performance.

This candidate should have a blend of strong people leadership skills as well as automotive technical expertise, ensuring smooth daily operations, coaching team members, and delivering impactful onboarding and training programs. You’ll be instrumental in fostering dealer satisfaction and technical acumen while supporting a dynamic, fast-paced environment.

This opportunity is open to individuals located in the Auburn Hills, MI or surrounding areas within a 60-minute driving distance of Auburn Hills, MI.

The position will be supporting afternoon and evening operations, and Saturday operations on a rotation per business needs.

The project hours of operations will be Monday – Friday, in which candidate must be available to work an 8-hour shift between 8:00 AM to 11:00 PM Eastern Time. Saturday rotational shift hours from 9:00 a.m. to 6:00 p.m.

Contractors will be engaged and paid by a third-party payroll supplier, eTeam, which will serve as the employer of record for tax and compliance purposes.

Key Responsibilities

Core Duties

• Lead STAR Center daily operations, including agent coaching and performance management


• Resolve escalated dealer complaints, technical issues, and IT system challenges promptly.


• Support new hire onboarding and training as required by training SOP.


• Coach STAR agents on both case handling procedure, workflow SOPs, and automotive diagnostics.


• Performance manage STAR agents on production, dealer satisfaction, and technical acumen


• Manage agent caseload and assign tickets to STAR agents as required


• Root cause STAR cases for technical acumen and dealer satisfaction.


• Ensure STAR agents are following all processes and procedures


• Resolve and assist agents with any dealer complaints, technical issues, or IT system issues


• Ensures communications are distributed to STAR agents in a timely manner (i.e., announcements, changes to policy and procedure, etc.)

Deliverables or Project Scope

• Maintain high dealer satisfaction scores through effective case resolution and root cause analysis


• Ensure compliance with all STAR processes and procedures across the team


• Support workforce scheduling and resource allocation using Genesys Workforce Management


• Drive continuous improvement initiatives for technical acumen and operational efficiency


• Strong understanding of automotive vehicle diagnosis


• Strong communication skills, both written and verbal


• Strong attention to detail


• Sense of professionalism and ability to develop relationships


• Self-starter, sense of urgency, and works well under pressure


• Ability to multi-task, prioritize, and meet timelines on deliverable items

Collaboration Tools or Platforms

• Genesys Workforce Management for scheduling and resource planning


• Microsoft Office Suite for documentation, reporting, and communication


• Internal STAR systems for case handling and workflow management


• Email and enterprise communication platforms for timely updates and announcements

Qualifications

• High School Diploma or GED equivalent


• Minimum of 2 years’ experience in management, project management, project coordination, or as a front-line supervision in automotive or mechanical servicing


• 2+ years’ experience in Microsoft Office

Preferred Qualifications

• ASE Certification


• Strong understanding of automotive vehicle diagnostics


• Bachelor’s degree in automotive, Mechanical, or Engineering field


• Experience with performance management and coaching in a technical environment


• Familiarity with workforce management tools (e.g., Genesys)

Additional Information / Requirements

• Professionalism, attention to detail, and ability to build strong relationships are essential


• Must be a self-starter with a sense of urgency and ability to work under pressure

Compliance Notes

This is a contractor role administered through a third-party payroll supplier. The supplier will determine compensation, benefits, and applicable employment policies. The contractor will not be eligible for employee benefits from Accenture.

The supplier will ensure compliance with applicable federal and state laws including ADA, FMLA, and local ordinances.

Contractors must have work authorization that does not now or in the future require sponsorship of a visa for work authorization in the United States.

Individuals currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Contractor candidates will not be obligated to disclose sealed or expunged records of conviction or arrest. A criminal conviction history is not an absolute bar to engagement with Accenture.

Accenture will not discriminate against individuals because they have inquired about, discussed, or disclosed their own pay or the pay of another individual.

Those With Access To Compensation Information As a Part Of Their Job Functions May Not Disclose Such Information Unless The Disclosure Is

• In response to a formal complaint or charge,


• In furtherance of an investigation, proceeding, hearing, or action, or


• Consistent with Accenture’s legal duty to furnish information

California residents or those planning to work from Los Angeles County should review additional notifications here.

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

Compensation Disclosure

Compensation for contractor roles supporting Accenture is determined by the contractor’s employer eTeam, and varies depending on factors such as location, role, skill set, and experience.

As required by law, below you’ll find the reasonable range of compensation eTeam expects to pay for this role as set forth below.

We anticipate this contractor role will be posted until 11/30/2026

eTeam offers a market competitive suite of benefits including health, dental, and vision insurance, 401(k) retirement savings plan, timely payroll and compliance, and Rain App (Advance Payment).

Location

• California: $38.00 – $45.00


• Colorado: $35.00 – $41.00


• Cleveland, OH: $31.00 – $36.00


• District of Columbia: $37.00 – $43.00


• Illinois: $34.00 – $40.00


• Maryland: $36.00 – $42.00


• Maine: $29.00 – $34.00


• Massachusetts: $37.00 – $43.00


• Minnesota: $33.00 – $39.00


• New Jersey: $37.00 – $43.00


• New York: $40.00 – $47.00


• Virginia: $34.00 – $40.00


• Washington: $38.00 – $44.00

Drug-Free Workspace

Accenture maintains a drug-free workplace. Engaging in illegal activities, including drug abuse, may result in termination or other appropriate action. The unlawful manufacture, sale, distribution, transfer, dispensation, possession, or use of controlled substances or marijuana in the workplace is strictly prohibited.

Equal Employment Opportunity Statement

Accenture believes that no one should be discriminated against because of their differences. All decisions regarding contractor engagement 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 protected by applicable law.

Accenture’s commitment to diversity and inclusion extends to all individuals performing services on its behalf, including those engaged through third-party suppliers. For details, view a copy of Accenture Equal Opportunity Statement.

Accenture is an EEO and Affi­rmative Action supporter of Veterans and Individuals with Disabilities and is committed to providing veteran engagement opportunities.

Accenture is committed to fostering an inclusive environment and ensuring equal opportunity for individuals with disabilities or religious observances. If you are hired to perform services as a contractor for Accenture, you may request reasonable accommodations through the supplier, which will coordinate with Accenture as needed to support your ability to perform essential job functions.