General info:
Role: Associate Team Lead
Working hours: 24/7. 40hrs
Office: full-time onsite, Dublin 04
If you are required to work a night shift as part of this role, you are obliged to complete a night worker health assessment. Please note that it is a requirement of your continued employment, that you are fit to work night shifts.
** A valid Full-time work permit is mandatory for us to proceed with your application.
What you’ll do:
* Lead a team promoting Accenture's core values within the team and project.
* Work closely with the Ops Manager and support with clients demands, escalations, weekly and monthly business review preparation.
* Lead all aspects of team operations and making sure that SLAs are met daily.
* Collaborate with the Training, Quality, and Reporting Teams to ensure the best possible operational experience for the client.
* Conduct daily huddles, weekly wrap up meetings, and monthly one on ones with your team.
* Measure and manage the team’s success and act as a Subject Matter Expert in all matters processed by the team.
* Monitor risk within the operation, escalate to leadership in a timely manner.
* Provide coaching, guidance, and career development to the members of your team.
* Maintain the production schedule, keeping track of approved overtime, holidays, sick leaves, and other leave.
* Focus on innovation and lead change within your team and the operation.
* Identify gaps in policies and draft proposals accordingly.
* Proactively conduct continuous reviews of operations and act accordingly on the back of these reviews.
* Be responsible for team morale and productivity.
WHY 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 approximately 459,000 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
INCLUSION AND DIVERSITY
We are a global collective of diverse talents. Innovators improving the way the world works and lives. We provide an accessible, inclusive, open and welcoming workplace that helps everyone make the most of their professional potential. Discover how we are accelerating equality for all in the workplace. Click here
Please advise if you have any particular requirements, so we can look into arranging reasonable adjustments to the recruitment process. You can contact us at accessIErecruitment@accenture.com
Basic Qualifications:
* Language(s) Required: English: As part of the interview process, you will be required to complete an English language test and a language test in the relevant language for this role. You will be advised of the level you are required to achieve to successfully carry out the role.
Qualifications
* BA or equivalent work experience
* Hand on experience in managing people performance.
* Proficient with using computers
* Call Centre Experience: 1-2 years of customer support experience via phone, email, and chat.
* Experience with fraud detection/prevention workflows is highly desirable.
* Experience working with direct consumers, in B2C environment; B2B is a distinct advantage
* Strong communication skills with a proactive and positive approach to tasks
* High attention to details and follow through
* An effective team player who is able to also work independently
* Proven ability to deal with problems and solve them effectively
* Professional customer service skills: solutions mindset, helping nature, passion for the customer and the customer experience
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