Logistics Ops Senior Team Lead
Summary:
The Senior Lead manages operational duties of the teams under their direction. He/She monitors the execution of their duties and guarantee the achievements of agreed key performance indicators. Also, focuses on improving processes and knowledge management, based on the data and operational insights retrieved.
Responsibilities:
Assist in tracking and controlling the key performance standards. Provides feedback to agents through monthly meetings to effectively improve their knowledge, skills, attitudes and overall presentation.
Track and monitors the agents’ work, namely the fulfillment of company and client requirements, in order to maximize the achievement of daily goals.
Drive performance and culture through positive example and targeted actions.
Maintain and enhance program operations by monitoring the performance of designated teams.
Prepare performance reports by collecting, analysing and summarizing data and trends.
Provide analysis and improvement plans based on data and reports.
Identify and solves problems through analysing the main causes, prepare and fill up action plans, and mitigating business risks
Manage systems and improves processes together with a team of Supervisors in agreement with senior management.
Investigate new opportunities and alternative methods to increase team performance.
Interact with managers at different levels in the organization, presents findings to stakeholders (vendors) and senior management.
Qualifications:
8–10 years of experience in customer operations, contact center, or logistics service environments.
Minimum 3–5 years of experience managing Team Leads/Supervisors.
Strong experience owning and driving operational KPIs, SLA performance, and quality metrics at program level.
Proven experience in performance reporting, data analysis, and presenting insights to stakeholders and senior management.
Experience leading process improvement initiatives and driving operational excellence.
Strong root cause analysis and problem-solving capability with structured action planning.
Experience managing systems, workflows, and operational governance across multiple teams.
Demonstrated ability to influence stakeholders, vendors, and cross-functional partners.
Strong project management and business planning skills.
Advanced MS Excel and reporting skills.
Fluency in English.
Education/Certification requirement:
Bachelor’s degree in a relevant field.
#LI-GM
Kuala Lumpur
Equal Employment Opportunity Statement for Australia and New Zealand
At Accenture, we recognise that our people are multi-dimensional, and we create a work environment where all people feel like they can bring their authentic selves to work, every day.
Our unwavering commitment to inclusion and diversity unleashes innovation and creates a culture where everyone feels they have equal opportunity. Our range of progressive policies support flexibility in ‘where’, ‘when’ and ‘how’ our people work to ensure that Accenture is an organisation where you can strive for more, achieve great things and maintain the balance and wellbeing you need.
We encourage applications from all people, and we are committed to removing barriers to the recruitment process and employee lifecycle. All employment decisions shall be made without regard to age, disability status, ethnicity, gender, gender identity or expression, religion or sexual orientation and we do not tolerate discrimination. If you require any accommodations or adjustments for interviews and/or at work, please reach out to exectalent@accenture.com or contact us at +61 2 9005 5000 (Australia) or +64 44666056 (New Zealand).
To ensure our workplace is inclusive and diverse we are setting bold goals and taking comprehensive action. To achieve these goals, we collect information that allows us to track the effectiveness of our Inclusion and Diversity programs. Learn how Accenture protects your personal data and know your rights in relation to your personal data. Read more about our Privacy Statement.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.