Accenture Assistant Team Lead in Dublin, Ireland
Overall purpose of job
The Assistant Team Lead manages one of the multi-lingual groups and is also responsible for delivering high calibre customer service to the client’s customers.
The Assistant Team lead will dedicate 50% of the time to supporting our customers, meeting and exceeding their individual KPIs and will act as Team Lead for a group of representatives for the other 50% of their time.
The Assistant Team Lead will represent the team in communications with the Senior Team Lead, the Department manager and the client when necessary and will provide all levels of support. They are the main point of contact for the Team and act as the point for escalation.
50% of time allocated to work on queues and cases – meet and exceed individual targets, leading by example on this
50% of time allocated to leading the Team
Provide SLA and metric reporting on team performance
Support team to achieve results with the highest possible standard of quality and delivery
Coordinate coverage across supported languages and processes
Identify opportunity to add value to client
Performance management: career counselling, coaching, performance development, 1:1's meetings, mentoring
Continuous improvement strategies and ideas
Leverage Accenture internal knowledge groups to support team
Complete all Team Lead responsibilities in accordance to Accenture's policies
Provide Insight to Department manager and client on business trending
Improve business processes within the team
Understand the current environment and suggestion and implement ideas for improvement
Create and maintain project documentation relating to projects
Need to maintain flexibility regarding requests and actions assigned to meet the needs of the business.
Flexibility around working hours
Communicate and celebrate success and achievements
Proven track record of performance on all current KPI`s
Strong interpersonal skills
Compliance background advantageous
Ability to work on own initiative while in a Team environment
Excellent organizational & time management abilities
Analytical approach to problem solving
Ability to establish and maintain key relationships across both Accenture and the Client’s organization
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 approximately 373,000 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.