Job Description

Job Title                                          Team Lead Role




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 calibre 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

o      Provide the client with SLA and metric reporting on team performance

o      Action plans for any areas of risk

o      New process incubation and induction

o      Continuous improvement strategies and ideas

o      Risk and issue management

o      Escalation and support


      Team Focused

o      Resource management and scheduling

o      Performance management:  career counselling, coaching, performance development, 1:1's, mentoring

o      Support team to achieve results with the highest possible standard of quality and delivery

o      Coordinate coverage across languages and processes

o      Leverage Accenture internal knowledge groups to support team

o      Complete all Team Lead responsibilities in accordance to Accenture's policies


      Role Focused

o      Drive and manage Global initiatives

o      Allocation and distribution of tasks across languages and processes

o      Provide Insight to client on business trending

o      Improve business processes within the team

o      Identify opportunities to add value to client

o      Understand the current environment and suggest and implement ideas for improvement

o      Drive for global standardisation where possible

o      Responsible for maintenance and review cycle of process documentation

o      Create and maintain project documentation relating to technology projects

o      Working with Accenture internal teams to identify and implement best practice opportunities

o      Ensure all reports are delivered accurately and timely in accordance with the statement of work

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      Other Key Areas

o      Drive opportunity for improvement across the operation

o      Need to maintain flexibility regarding requests and actions assigned to meet the needs of the client

o      Promote an ethos and culture of improvement across the teams in the global delivery network

o      Flexibility around working hours may be required

o      Communicate and celebrate success and achievements

o      High level of integrity as demonstrated personally and professionally

o      Able to adapt quickly to changes in workflow

o      Excellent multilingual written and verbal communication skills (ideally English + 1 or 2 of the languages that their team supports)

o      Comfort communicating with all levels of management

o      Excellent organizational skills and detail-oriented approach to problem solving

o      Demonstrated proficiency in multitasking and prioritization

o      Clearly demonstrated passion for ensuring the success of the client’s culture of excellence and commitment to quality and customer service



Required Skills/Competencies/Experience

      Strong interpersonal skills

      Ability to work on own initiative while in a Team environment

      Excellent organisational & 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 organisation

      Eight months tenure in the project

      Demonstrate examples of leadership and team management experience in a Business Process Operations environment.


In addition, successful candidates should have one of the following:


        Three months in a SME/ Senior agent role/QA

        Previous Management experience



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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