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Job Description

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 738,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners, and communities. Visit us at www.accenture.com.. 

Accenture Operations provides business process services for specific functions, including finance and accounting, procurement and supply chain, and marketing & sales. We operate business processes with a combination of talent and data, artificial intelligence, analytics, and digital technologies, helping clients to improve their productivity, customer experience and performance. 

Accenture is a trusted, innovative, comprehensive, and experienced partner to leading platform companies. The Trust and Safety offering within Accenture Operations helps keep the internet safe and helps platform companies accelerate, scale, and improve their businesses. 

You will be responsible for leading a team of Content Moderators whose role is analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual and you may be exposed to flashing lights or contrasting light and dark patterns.Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, any role supporting content moderation needs strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accen​ture’s well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being. 

What will you do:

  • Motivate and strategize how the team will meet efficiency, productivity and consistency targets

  • Perform twice a month check-point on the analyst’s performance using scorecards as a point of discussion

  • Chart a career development plan for the analysts and provide guidance on how to achieve personal and career goals

  • Elevate and escalate red flags to management on a duty of care perspective

  • Ensure that team schedules are communicated; leave requests are attended to and team attendance is monitored. Chronic absences should be managed.

  • Guarantee that base operational expectations and information security policies are enforced

  • Identify improvement opportunities in workflows and suggest solutions. Create a culture of innovation

  • Facilitate team meetings and team huddles

  • Create an engaging and fun work atmosphere for the team

  • First point of escalation and clarification on HR-related matters and concerns

  • Course correct non-performing metrics and analysts through root cause analysis and solid action planning

  • Perform monthly sit down sessions to gather insights and innovation ideas

  • Execute administrative functions inside the team (i.e. time report reviews) and HR disciplinary actions (if needed)

  • Ensure that Agents/SMEs/QA’s are performing their duties and responsibilities

Qualifications

Basic Qualifications/Skills Needed:

  • Graduate with minimum 2 years of working experience, preferably with experience in leading teams

  • Ability to analyze data and generate meaningful insights to drive performance improvements.

  • Flexibility to manage unexpected challenges and adjust plans accordingly

  • Strong coping, emotional resilience and adaptability to dynamic environment 

  • Great oral and written communication skills in English - C1

  • Ability to motivate teams and rally the group toward organizational goals

  • Excellent oral and written communication skills.

  • Passion for learning and creative problem-solving.

  • Strong knowledge of cultural context in the user countries supported

  • Good knowledge of language of the countries supported is an advantage

  • Analytical frame of mind.

  • Availability to work in shift working system (including night shifts and weekends)

  • Availability to work fully from Krakow office

What can we offer: 

  • Using foreign language and new technology solutions daily, cooperating with various global Clients 

  • Constant support and clear development path from your first day at office – dedicated Buddy, who will help you in adjusting to the new workplace 

  • Focus on your strengths and continuous feedback enable fast professional growth, as well as new skills building by various online and classroom trainings 

  • Inclusion and diversity in practice: truly multicultural environment; we support LGBT, people with disabilities and parents. In our culture of equality, people are truly valued for their differences and free to be who they are 

  • Our commitment to communities means providing opportunities for growth to individuals from different backgrounds. We positively welcome applications from all parts of the society, including people with lived experience of having refugee status, seeking asylum or supporting refugees

  • A flexible approach that allows an appropriate work-life balance where sports activities, outings, volunteering initiatives are part of our regular day-to day life 

  • Commitment to reducing our environmental impact in terms of carbon, water, and waste across Accenture facilities and in the communities in which we work and live by joining different initiatives 

  • Full work comfort – private medical care, life insurance, access to My Benefit platform, bonuses for referring new employees 

When applying please enclose the below statement

"I hereby consent to the processing of my personal data by Accenture sp. z o.o. with its registered seat in Warsaw (00-121), at ul. Sienna 39, NIP 526-00-15-900 (Data Controller), in accordance with the Act of May 10, 2018, on the Protection of Personal Data (Journal of Laws of 2018, item 1000) and the Regulation on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (Data Protection Directive), necessary to carry out the recruitment process by Accenture. At the same time, I declare that I provide my personal data completely voluntarily. I also declare that I have been informed about my right to withdraw my consent or object to processing of data, request access to them, rectification, deletion, limitation of processing and their transfer, at any time and the right to lodge a complaint to the data protection supervisory authority.” 

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