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Technical Support Team Lead

Job Location: Dublin

Regional Description: Ireland

Job Number: 00663089

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- Job description

The purpose of this role is to manage a Delivery Team based in Dublin, Ireland.
The Team Lead will manage the multi-lingual group and will be responsible for delivering high caliber customer service to the client’s customers.
 
The Team Lead will represent the team in communications with the client and provide all levels of support when necessary, including the following: main point of contact for the client, act as an escalation point, be responsible for all aspects of the process, liaise closely with global counterparts and be a strong element of new process incubation, induction and process improvement.
 
Shift work and / or night work may be expected depending on changes in business requirements.
 
Principal Responsibilities
 
  • Client Focused
    • Data-centralized approach
    • Customer focus and passion for leading client conversations and exceeding expectations
    • Provide the client with SLA and metric reporting on team performance
    • Action plans for any areas of risk
    • New process incubation and induction
    • Continuous improvement strategies and ideas
    • Risk and issue management
    • Escalation and support
 
  • Team Focused
    • Team Management responsibility for team of about 15-20 agents
    • Resource management and scheduling
    • Performance management:  career counselling, coaching, performance development, 1:1's, mentoring
    • Support team to achieve results with the highest possible standard of quality and delivery
    • Coordinate coverage across languages and processes
    • Leverage Accenture internal knowledge groups to support team
    • Complete all Team Lead responsibilities in accordance to Accenture's policies
 
  • Role Focused
    • Drive and manage Global initiatives
    • Allocation and distribution of tasks across languages and processes
    • Provide Insight to client on business trending
    • Improve business processes within the team
    • Identify opportunity to add value to client
    • Understand the current environment and suggestion and implement ideas for improvement
    • Drive for global standardisation where possible
    • Responsible for maintenance and review cycle of process documentation
    • Create and maintain project documentation relating to technology projects
    • Working with Accenture internal teams to identify and implement best practice opportunities
    • Ensure all reports are delivered accurately and timely in accordance with the statement of work
 
  • Other Key Areas
    • Drive opportunity for improvement across the operation
    • Need to maintain flexibility regarding requests and actions assigned to meet the needs of the client
    • Promote an ethos and culture of improvement across the teams in the global delivery network
    • Flexibility around working hours and some international travel may be required
    • Communicate and celebrate success and achievements
 
Required Skills/Competencies/Experience
  • 3 years’ team management experience in an international environment
  • Strong interpersonal skills
  • Ability to work on own initiative while in a Team environment
  • Excellent organizational & time management abilities
  • Strong negotiation skills
  • Analytical approach to problem solving
  • Ability to establish and maintain key relationships across both Accenture and the Client’s organization
  • Prior experience working in an environment of frequent change e.g. changing product features will make earlier temporary fixes redundant and lead to changes in Support workflow that need to be relearned
  • Prior Experience in an online search, social media, internet, advertising, e-retailing, marketing company
 
Education, Qualifications, Experience & Acumen
The successful candidate should have the following:
  • Education Qualifications
    • Have attained or is working towards a third level degree in Business Studies, Computer Science or other related degree
    • Knowledge of Project management methodologies
  • Experience
    • 4 + years’ experience as a Workflow or a Team Lead within customer care field
    • Experience in quality assurance role, working closely with all departments to prioritize efforts while providing timely and high quality service.
    • Expert familiarity with and quality review in all departments
    • Proven ability to establish and develop effective teams, manage their performance
    • Proven ability to identify training needs and support development of programs
    • Proven ability to sustain team motivation and create a fun, effective, dynamic environment which fosters performance and innovation.
    • High level of integrity as demonstrated personally and professionally
    • Proven ability to coach in one-on-one and also in a team setting
    • Able to adapt quickly to changes in workflow
    • Excellent multilingual written and verbal communication skills (ideally English + 1 or 2 of these additional languages – Arabic, German, Spanish, French, Italian, Polish, Portuguese, Russian, Turkish)
    • Comfort communicating with all levels of management
    • Excellent organizational skills and detail-oriented approach to problem solving
    • Demonstrated proficiency in multitasking and prioritization
    • Clearly demonstrated passion for ensuring the success of the client’s culture of excellence and commitment to quality and customer service
    • Previous personnel management experience

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