Job Description

The Assistant Team Lead manages one of the multi-lingual groups and is also responsible for delivering high calibre customer service to the client’s customers.


The Assistant Team lead will dedicate 50% of the time to supporting our customers, meeting and exceeding their individual KPIs and will act as Team Lead for a group of representatives for the other 50% of their time.


The Assistant Team Lead will represent the team in communications with the Senior Team Lead, the Department manager and the client when necessary and will provide all levels of support. They are the main point of contact for the Team and act as the point for escalation.

Main Responsibilities: 
  • 50% of time allocated to work on queues and cases – meet and exceed individual targets, leading by example on this
  • 50% of time allocated to leading the Team
  • Provide SLA and metric reporting on team performance
  • Support team to achieve results with the highest possible standard of quality and delivery
  • Escalation support
  • Coordinate coverage across supported languages and processes
  • Identify opportunity to add value to client
  • Performance management:  career counselling, coaching, performance development, 1:1's meetings, mentoring
  • Continuous  improvement strategies and ideas
  • Leverage Accenture internal knowledge groups to support team
  • Complete all Team Lead responsibilities in accordance to Accenture's policies
  • Provide Insight to Department manager and client on business trending
  • Improve business processes within the team
  • Understand the current environment and suggestion and implement ideas  for improvement
  • Create and maintain project documentation relating to projects
  • Need to maintain flexibility regarding requests and actions assigned to meet the needs of the business.
  • Flexibility around working hours
  • Communicate and celebrate success and achievements


Required Skills/Competencies/Experience
  • Proven track record of performance on all current KPI`s
  • Strong interpersonal skills
  • Compliance background advantageous
  • Ability to work on own initiative while in a Team environment
  • Excellent organizational & time management abilities
  • Analytical approach to problem solving
  • Ability to establish and maintain key relationships across both Accenture and the Client’s organization

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 505,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at

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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