Job Description

 

Job Title: Team Leader 

Team Leader Job Purpose:

Manages and leads a team of employees. Communicate company goals, safety practices, and deadlines to team. Motivates team members and assesses performance. Provides help to management, including hiring and training, and keeps management updated on team performance. Communicates concerns and policies among management and team members.

The role will require working across shifts

Team Leader Job Duties:

      Supports team manager and performs management duties when manager is absent or out of office

      Demonstrates speed, agility, critical-thinking, and problem-solving skills in their work and an ability to ramp up quickly

      Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks

      Focuses, motivates and inspires the team in a goal and results orientated way by driving optimum individual and team performance in order to deliver against agreed KPIs and targets.

      Assists management with hiring processes and new team member training

      Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance

      Communicates deadlines and goals to team members

      Develops strategies to promote team member adherence to company regulations and performance goals

      Works on developing, measuring, and documenting improved efficiencies in workflow and system processes

      Conducts team meetings to update members on best practices and continuing expectations

      Delivers 1:1 conversations with Team members to address performance, work on development and any other item

      Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines

      Interacts with Client answering enquiries and effectively handling Client’s ad-hoc tasks

      Works with flexibility to ensure achievement of SLA and Client’s satisfaction

Team Leader Requirements:

      Minimum 12 months of leadership experience

Team Leader Skills and Qualifications:

      Strong people management skills

      Leadership, Delivering Feedback and  Coaching Skills

      Strong Oral and Written Communication Skills

      Motivational Skills

      Results-Oriented

      Employee Training Experience

      Interviewing Skills

      Self-Motivation

      Strong Relationship Building

 



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Qualifications

Skills:                                                                          

     Understanding of client's QA and training requirements

     Understanding of QA and training related reporting

     Strong analytical and data interpretation skills

     Strong people management skills

     Cross functional collaboration skills

     Ability to multitask, especially in high pressure situations

     Speed, agility, critical-thinking, and problem-solving skills

     Leadership, Delivering Feedback and  Coaching Skills

     Excellent Oral and Written Communication Skills

     Strong presentation skills

     Motivational Skills

     Results-Oriented

     Self-Motivation

     Strong Relationship Building

                                                                                                           

Experience:                                                                                        

     Tenure of 2 years within Trust & Safety

     Minimum 2 years experience as Team lead in Trust & Safety

     Previous experience in managing QA processes

     Familiarity with training management                                                                                    

     Substantial previous experience in a client facing role

     Track record of building sustainable and efficient collaborations 

 
 
Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.
 
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
 

 

All employment decisions shall be made without regard to age, race, creed, colour, 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 as applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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