Accenture YT TNS - Team Lead - VE in Dublin, Ireland
Job Description - Team Lead (TL)
The TL will manage a multi-lingual group, responsible for delivering high quality services according to the required SLA’s. The TL will represent the team in communications with the client and provide all levels of support when necessary. The TL will also act as the main point of contact for any client escalations. There will be a strong element of analytical metrics review & input, new process incubation, induction and process improvement.
Accenture is a Fortune 500 company and believes in driving innovation to improve the way the world works and lives.
As an equal opportunities employer, Accenture welcomes applications from all sections of society and does not discriminate on the grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law.
Accenture reserves the right to close the role prior to this date should a suitable applicant be found.
Roles and Responsibilities
● Responsible to develop, review and improve working methods, processes and procedures required for daily operations ● Supervising operations and monitor turnaround time to ensure that the required quality and productivity targets are met ● Ensure effective communication is cascaded to all team members ● Act as a POC in management escalations and decide the course of action; escalate to senior management ● Ensure that escalation process is properly implemented and well-functioning ● Maintain flexibility regarding requests and actions assigned to meet the needs of the client ● Recognise trends and patterns, and escalate issues as and when required ● Gather, analyse and utilise relevant data to develop ways to improve the overall process in line with internal policies ● Proactively notify the teams on any news trends, bugs, policy violations ● Performance management: career counselling, coaching, performance development, 1:1's & mentoring ● Support team to achieve results with the highest possible standard of quality and delivery ● Coordinate coverage within the team ● Flexibility to rotate between shifts (24/7)
Proficient in English 2-3 years team management experience in an International environment Prior experience working in an environment of frequent change Preferred experience with social media applications & platforms Problem solving & RCA skills with customer centric approach Proficiency in MS-Office