Descrição

Role Summary

The Team Lead will manage a group of agents and is responsible for delivering high calibre customer service and metrics to the client’s business customers.

The Team Lead will represent the team in communications with the client and provide all levels of support when necessary. They act as the point for escalation with support of the broader operations management team. They are responsible for all aspects of the process and will liaise closely with global counterparts. There will be a strong element of analytical metrics review & input, new process incubation, induction and process improvement

Principle Responsibilities

  • Team Focused

o    Resource management and scheduling

  • Performance management: 
    • Drive individual team performance to meet agreed metrics
    • Support team to achieve results with the highest possible standard of quality
  • People Management:
    • On the job product and process coaching
    • Personal development : career counselling, coaching, 1:1's, mentoring

o    Coordinate coverage across languages and processes

o    Leverage Accenture internal knowledge groups to support team

o    Complete all Team Lead responsibilities in accordance to Accenture's policies 

o    Role Focused

o    Drive and manage Global initiatives

o    Allocation and distribution of tasks across languages and processes

o    Provide Insight to client on business trending

o    Improve business processes within the team

o    Identify opportunity to add value to client

o    Understand the current environment and suggestion and implement ideas for improvement

o    Drive for global standardisation where possible

o    Responsible for maintenance and review cycle of process documentation

o    Create and maintain project documentation relating to technology projects

o    Working with Accenture internal teams to identify and implement best practice opportunities

o    Ensure all reports are delivered accurately and timely in accordance with the statement of work

·         Client Focused:

o    Provide the client with SLA and metric reporting on team performance

o    Action plans for any areas of risk

o    New process incubation and induction

o    Continuous improvement strategies and ideas

o    Risk and issue management

o    Escalation and support

  • Other Key Area's

o    Drive opportunity for improvement across the operation

o    Need to maintain flexibility regarding requests and actions assigned to meet the needs of the client.

o    Promote an ethos and culture of improvement across the teams in the global delivery network

o    Flexibility around working hours and some international travel may be required

o    Communicate and celebrate success and achievements

About Accenture

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 537,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

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Requisitos

Education, Qualifications, Experience & Acumen

The successful candidate should have the following:

·       Experience

o      Specific experience in business process incubation

o      Strong knowledge of technology

·        Acumen

o      Excellent communication and presentation skills

o      Excellent organisational and time management skills

o      Results orientated

o      Excellent process design and procedure writing skills experience

o      Experience in reporting and presenting to senior management forums

o      Experience with managing and coaching teams

o      Problem Solving and Value add

o      Fluent English and at least one other European Language

  •          Education Qualifications

Not mandatory but preferred:

 Have preferably attained or is working towards a third level degree in Business Studies, Computer Science or other related degree Knowledge of Project management methodologies

Required Skills/Competencies/Experience

·         Strong interpersonal and communication skills

·         Ability to work on own initiative while in a Team environment

·         Excellent organizational & time management abilities

·         Strong negotiation skills

·         Analytical approach to problem solving

·         Ability to establish and maintain key relationships across both Accenture and the Client’s organisation

·         General understanding of online shopping, social discount/online coupons /offers, players in the ecosystem e.g. online merchants, online search engines/sites, web consumers, logistics providers, payment providers

Preferable:

  • Previous team management experience in an international environment
  • Prior experience working in an environment of frequent change
  • Prior Experience in an online search, social media, internet, advertising, e-retailing, marketing company

A Accenture rege-se pelos princípios da meritocracia e da igualdade de oportunidades, não discriminando nem tolerando qualquer discriminação em razão de ascendência, origem étnica, raça, cor, sexo, estado civil, território de origem, grau de instrução, posição social, orientação sexual, religião, convicções e/ou opções políticas ou ideológicas, situação económica ou social, ou em função de qualquer outro factor considerado discriminatório e proibido nos termos da lei.

Para mais informações sobre as oportunidades de emprego na Accenture e se necessitas de assistência especial, material ou infraestrutura adaptada, por favor envia um email para Portugal_careers@accenture.com.

Atualização COVID-19:  A segurança e saúde dos nossos candidatos, colaboradores e suas famílias continua a ser a nossa principal prioridade. Até serem alteradas as restrições a viajar, as entrevistas continuarão a ser virtuais. 

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