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, weekend work and or night work may be expected depending on changes in business requirements.
o Customer focus and passion for leading client conversations and exceeding expectations
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
o Team Management responsibility for team of about 15 20 agents
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 Leverage Accenture internal knowledge groups to support team
o Complete all Team Lead responsibilities in accordance to Accenture s policies
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 opportunity to add value to client
o Understand the current environment and suggestion and implement ideas for improvement
o Ensure all reports are delivered accurately and timely in accordance with the statement of work
3 years team management experience in an international environment
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
o Experience in quality assurance role, working closely with all departments to prioritize efforts while providing timely and high quality service.
o Expert familiarity with and quality review in all departments
o Proven ability to establish and develop effective teams, manage their performance
o Proven ability to identify training needs and support development of programs
o Proven ability to sustain team motivation and create a fun, effective, dynamic environment which fosters performance and innovation.
o High level of integrity as demonstrated personally and professionally
o Proven ability to coach in one on one and also in a team setting
o Able to adapt quickly to changes in workflow
o 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
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
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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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