Automotive Contact Center Team Leader

Accenture; Auburn Hills (MI); On-site; USD 39,000 - 52,000; Full time

Job summary

Accenture PLC is seeking a contractor to lead an Automotive Contact Center Team in the Auburn Hills, MI area. As Supervisor, you will drive operational excellence, coach agents, and implement onboarding and training programs for a Tier 1 automotive OEM contact center.

You will manage daily operations, handle escalations, and ensure adherence to SOPs while supporting a fast-paced environment with occasional Saturday shifts. Strong automotive diagnostics understanding is preferred.

Qualifications

• High School Diploma or GED equivalent.
• Minimum of2years’ experience inmanagement, project management, project coordination, or as a front-line supervision in automotive or mechanical servicing.
• 2+ years’ experience in Microsoft Office

Responsibilities

• Lead STAR Center daily operations, 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 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

Skills

People leadership

Customer focus

Communication

Time management

Education

Bachelor’s degree in automotive, Mechanical, or Engineering

ASE Certification

Tools

Microsoft Office

Genesys

Job description

Contractor Opportunity: Automotive Contact Center Team Leader

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 of2years’ experience inmanagement, 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-Based Hourly Wage

• 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 the Accenture Equal Opportunity Statement.

Accenture is an EEO and Affaf acts 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.