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Team Lead – Thai / Indonesia / Mandarin Language

Job Location: Kuala Lumpur

Regional Description: Malaysia

Job Number: 00602655

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- Job description

Join Accenture and help transform leading organizations and communities around the world.  The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.  Choose Accenture, and make delivering innovative work part of your extraordinary career.

 

Objective

• 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.

Overview
Mandatory Skills Required Must be able to Read, Speak and Write in Thai/Arabic 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
 
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.
 
You will also have opportunities to hone your functional skills and expertise in an area of specialization.  We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
 
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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