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Team Lead with Swedish

Job Location: Prague

Regional Description: Czech Republic

Job Number: 00557270


- Job description


Responsibilities include:

• Allocate transactional work on a day-to-day basis to ensure service levels are met and resources are being used in an effective way

• Allocate and monitor work and non-work related side activities among team members

• Monitor service delivery end-2-end for the assigned area of responsibilities

• Responsible for Visual Management and Data Collection activities

• Manage internal controls and assuring process adherence within the team

• Completion of monthly SLA Root Cause Analysis Log

• Perform ad hoc tasks when necessary

• Give effective direction and support to individuals assigned to particular process or to the assigned team members

• Plan and follow up on individual performance and development in consultation with the Client Service Delivery Lead

• Escalate issues to Client Service Delivery Lead (in case of non-resolution at PL level)

• Identify and drive of improvement opportunities within the team’s responsible areas

• Manage operational issues by close communication with key stakeholders

• Perform transactional activities such as data-entry, letter production, processing questions and issues (when capacity within the team urges operational involvement)

• Complete special projects as assigned

• Support and sustain a positive work environment that fosters team performance through own work and behavior

Role Accountability:

• Accountable for delivery of assigned processes in line with client´s expectations defined by SLAs

• Accountable for the quality and delivery of their own work

• Responsible for the quality and delivery of their team members

• Responsible for the quality and delivery of processes cross-delivery center

• Define production priorities within the team

• Adhere to processes and policies approved by Accenture and client


Knowledge/Skills Requirements:

• Experience in service delivery.

• Understanding of Business Process Outsourcing

• Excellent client handling skills

• Excellent communication and interpersonal skills

• Strong problem solving and analysis skills

• Strong organizational, multi-tasking, and time-management skills

• Self-Motivated, positive attitude and approach

• Flexibility to take on additional responsibility and tasks


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