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Team Lead (Tamil, Mandarin and Malay)

Job Location: Kuala Lumpur

Regional Description: Malaysia

Job Number: 00590411


- Job description

Career Level                             10
Mandatory Skills Required         Must be able to Read, Speak and Write in Tamil, Bahasa Malaysia and English
3-5 years and above experience in a Shared Service center, Delivery center, or in BPO           customer services
Location                                    Selangor Region.
Reports to                                 Shift Lead
  • Execute repeatable core business processes and/or technical transactions with a focus on efficiency, first-time quality and overall continuous process improvement.
  • Your role includes some or all the following key responsibilities. You should review these in conjunction with career level guidelines to gain a clear understanding of the expectations for your role.
Deliver efficiency and quality
  • Monitor, measure, assess and correct one’s own process performance when executing transactions
  • Perform customer request/problem identification and follow defined incident notification and escalation procedures to ensure they are communicated effectively and receive proper management attention to be resolved correctly
  • Maintain high customer satisfaction ratings by processing transactions accurately
  • Identify all risks associated with execution of the assigned tasks within the business process and understands the security requirements linked to the business process.
  • Administer transactions according to the security requirements to mitigate risks
Execute core business processes and transactions
  • Perform core business process transactions involving data entry/data capture according to defined methods, procedures, and standard delivery solutions to deliver business outcomes committed to in the service level agreement
Focus on continuous improvement
  • Apply understanding of assigned business process to identify gaps and propose continuous improvement measures.
Description of skills requirements
  • For internal applicant, Employee is expected to be in current position for a minimum of 12 months within project / minimum of 18 months within KLDC before applying to a new position.
  • 3-5 years and above experience in a Shared Service center, Delivery center, or in BPO customer services.
  • At least 1 year of people management experience.
  • Management reporting experience.
  • Managing measured productivity of team.
  • Experience managing productivity-driven operation.
  • Strong and proven analytical skills.
  • Proven communication skills with all levels of employees and management.
  • Ability to perform special projects as needed in addition to daily responsibilities.
  • Strong organizational skills.
  • Flexibility to work straight night shift and overtime; or swing shift.
  • General knowledge of human resources policies and procedures.
  • Ability to organize staff and supervise workload for maximum efficiency.
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, gender identity, or any other basis as protected by applicable law.

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