Job Description
Contractor Opportunity : STAR Center Team Leader / Onboarding Trainer Location: Onsite Engagement Type: Contractor via Third-Party Supplier Contracting Entity: Accenture Supplier of Record: eTeam Start Date: 6/15/2026 Duration: 12 Months with potential for extension About the Role We are seeking qualified contractors to fulfill the role of a STAR Center Team Leader, as a STAR Center Team Leader / Onboarding Trainer, you will play a pivotal role in driving operational excellence and team performance within the Service Technical Assistance Resource (STAR) Center. 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 role requires a minimum of 3 days per week in office per the 2026 business requirement. 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 9:00 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 3 years’ experience as an automotive mechanic or technician Minimum of 2 years’ experience in management, project management, project coordination, or as a front-line supervision in automotive or mechanical servicing Strong understanding of automotive vehicle diagnostics 2+ years’ experience in Microsoft Office Preferred Qualifications ASE Certification 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 / Requiremen