HR Service Delivery Team Supervisor

AECOM; Austin (TX); Remote; USD 63,000 - 155,000; Full time

Job summary

Join AECOM as an HR Service Delivery Team Supervisor, where you'll lead a team of agents to ensure optimal operations and quality management. This role involves managing workloads, driving process improvement, and acting as a key subject matter expert within your team. Ideal candidates will have a passion for customer service and solid team management experience, navigating the operational landscape to maintain high standards while fostering a collaborative environment.

Qualifications

• Minimum 2 years' experience in operations delivery.
• Minimum 2 years' experience in customer service.
• At least 1 year of experience managing client-facing teams.

Responsibilities

• Oversees team of agents and assigns work assignments.
• Manages quality of work and ensures process execution.
• Acts as subject matter expert and prepares reports.

Skills

Team Management

Customer Service

Time-Management

Communication

Tools

MS Office Suite

Job description

The HR Service Delivery Team Supervisor will be responsible for overseeing a team of agents, assigning all work assignments and managing the quality of the work and drive the people management activities within the team.

Key Responsibilities:

+ Interprets day to day business objectives and prepare execute operational practices work programs.

+ Ensures proper execution of processes by team.

+ Reviews all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately.

+ May perform data entry or other client related tasks in various systems, as required.

+ Demonstrates expert knowledge of processes and related systems to effectively perform responsibilities.

+ May make decisions about the day to day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening, and weekend hours.

+ Manages workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor or workforce planner

+ May perform and or ensure completion of quality review check on outgoing work e.g., proof data entry, correspondence, and other tasks within immediate team to ensure quality, accuracy, and consistency.

+ Identifies and assist with development of support materials for team use, e.g., training manuals, role aids, and views in databases.

+ Prepares and analyze complex reports information and formulate conclusions.

+ Ensures that all the client responsibilities occur in accordance with the statement of work and service level agreement with clients.

+ Acts as subject matter expert for team members

Role Requirements:

+ While remote, the selected individual must reside within policy for posted locations

+ Availability to work any shift between 7:00 am – 7:00 pm Monday – Friday

Basic Qualifications:

+ Minimum of 2 years' experience in an operations delivery environment

+ Minimum of 2 years' experience in customer service support

+ Minimum of 1 year of experience managing teams in a client facing operation

Preferred Skills:

+ MS Office Suite (Word, Excel, PPT, etc)

+ Time-Management

Professional Skills:

+ Excellent verbal and non-verbal communication 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 Jersey, New York or Washington as set forth below.The application window for this job will remain open until at least 05/27/2025. However, if this date has passed and this role is still posted, please note we are still accepting applications.

Information on benefits is here. (https://www.accenture.com/us-en/careers/local/total-rewards)

Role Location Annual Salary Range

California $63,800 to $154,800

Colorado $63,800 to $133,700

District of Columbia $68,000 to $142,400

Illinois $59,100 to $133,700

Minnesota $63,800 to $133,700

Maryland $59,100 to $123,800

New York/New Jersey $59,100 to $154,800

Washington $68,000 to $142,400

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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)

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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 [phone], send us an email (https://www.accenture.com/us-en/about/contact-us) or speak with your recruiter.

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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.