Job Description

As Associate Team Lead you will be responsible for day to day management of a team of agents engaged in customer services. Maintaining daily/weekly metrics, ensuring workflow is consistently distributed and that all SLA metrics are met are all part of the role.


The Associate Team Lead will represent the team in communications with the client and provide all levels of support when necessary. They are the main point of contact for the client and act as the point for escalation. They are responsible for all aspects of the process and will liaise closely with global counterparts.



 Please note that the successful candidate will need to be fully flexible to work nights & weekends.


Client Focused:

Provide the client with SLA and metric reporting on team performance

Action plans for any areas of risk

Continuous improvement strategies and ideas

Risk and issue management

Escalation and support

Training Delivery

Team Focused

Point of contact for resource management and scheduling across the team.

Lead the QA focus in driving service excellence across the team.

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

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 Area's

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

Communicate and celebrate success and achievements


Education, Qualifications, Experience & Acumen

The successful candidate should have the following:

                     • Strong team lead experience within a multilingual customer service environment

                     • Experience of quality assurance in a customer service environment

                     • Experience in training delivery

                     • Excellent communication and presentation skills

                     • Excellent organisational and time management skills

                     • Results orientated

                 • Experience in reporting and presenting to senior management forums

                 • Experience with managing and coaching teams

                 • Problem Solving and Value add


Required Skills/Competencies/Experience

                     • 1-2 years team management experience in an international environment

                     • Fluent English

                     • 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

                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, content moderation

                • General understanding of e-commerce, online search engines/sites, web consumers, logistics providers, customer service 


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



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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