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Customer Support Team Lead – Traditional Mandarin Speaker

Job Location: Kuala Lumpur

Regional Description: Malaysia

Job Number: 00643668

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- Job description

Role Overview
 
The Team Lead is responsible for daily supervision of a team (e.g. delivery, process). They manage the workload of the team, may make work assignments, and have responsibility for developing team members. This role may be the escalation point for issue resolution and customer inquiries. The role manages effective internal/external client relationships within a defined area of responsibility. This role also exercises consistent judgment and discretion with work directly related to management policies and the general operations of the business.
 
Responsibilities may include:
  • Manage a team of analysts, enforce core values within the team and project, manage project operations, and make sure that SLAs and Operational KPIs are met on a daily basis
  • Be in charge of conducting daily huddles, weekly wrap up meetings and monthly meetings with the analysts and the management team
  • Measurement and management of the team’s success
  • Act as a Subject Matter Expert in all matters processed by the team
  • Monitor risk within operations to be able to escalate to management in a timely manner
  • Maintain the production schedule, keep track of holidays and sick leaves
  • Identify gaps in customer policies and drafts proposals accordingly to management
Basic Qualifications:
  • Bachelor’s Degree
  • Minimum of 2 year of experience in a customer-facing operations environment
  • Minimum of 1 year of experience managing & developing teams of professionals
  • Minimum of 1 year of experience with escalation management and managing projects to established SLA’s
 
Preferred Qualifications:
  • Basic Troubleshooting and excel experience
  • Active account on Social Media
  • Preferred Experience managing project operations to daily goals and deliverables
    Demonstrate experience in technical work environments with highly tech savvy teams
  • Fast-paced dynamic environment
  • Schedule flexibility
  • Reporting and analytics experience
  • Experience in Zendesk, Salesforce or other CRM
 
Professional Skill Requirements:
  • Proven success in contributing to a team-oriented environment
  • Proven ability to work creatively and analytically in a problem-solving environment
  • Desire to work in an information systems environment
  • Excellent leadership, communication (written and oral) and interpersonal skills
 
 
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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