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Associate Team Lead with English (CL11)

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Accenture

Aug 9, 2024

Applications are closed

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Dublin

Requirements

  • Resilience:
  • Strong coping, emotional resilience, and stress-management skills
  • Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies.
  • Strong knowledge of content policies, community guidelines, and online safety practices
  • Leadership and Management Skills:
  • Strong leadership qualities to guide and motivate team members.
  • Ability to delegate tasks effectively and manage workloads.
  • Decision-making skills to resolve conflicts and make tough choices.
  • Time management and organizational skills to prioritize tasks and meet deadlines.
  • Communication Skills:
  • Excellent verbal and written communication skills to convey information clearly and concisely.
  • Active listening skills to understand team members' concerns and provide effective feedback.
  • Problem-solving and Critical Thinking:
  • Analytical skills to identify issues, assess situations, and find practical solutions.
  • Ability to think critically and make informed decisions under pressure.
  • Performance Management:
  • Skill in setting performance goals and monitoring team members' progress.
  • Capacity to provide constructive feedback and coach team members for improvement.
  • Ability to conduct performance evaluations and implement performance improvement plans.
  • Technical / Domain Proficiency:
  • Strong understanding of the relevant business process and industry-specific tools.
  • Proficiency in using software and systems necessary for team operations.
  • Ability to analyze data and generate meaningful insights to drive performance improvements.
  • Conflict Resolution:
  • Capability to manage conflicts within the team and mediate disputes.
  • Skill in maintaining professionalism and promoting harmony in challenging situations.
  • Adaptability and Flexibility:
  • Openness to change and ability to adapt to evolving business requirements.
  • Flexibility to manage unexpected challenges and adjust plans accordingly.
  • Client and Stakeholder Management:
  • Strong interpersonal skills to interact with clients and stakeholders.
  • Ability to understand client expectations and manage relationships effectively.
  • Attention to Detail:
  • Thoroughness in reviewing and validating work for accuracy and quality.
  • Ability to identify process gaps and areas for improvement.
  • Ethical and Professional Conduct:
  • Adherence to ethical standards and professionalism in all interactions.
  • Commitment to maintaining confidentiality and data security.
  • Emotional Intelligence:
  • Awareness of and ability to manage emotions, both for oneself and when interacting with team members.
  • Additional Skills:
  • 1 year Customer Service Experience required and 1 year experience working in a social media environment would be advantageous.

Responsibilities

  • Conducting Huddles: Lead daily Pre-Shift and Post-Shift meetings to discuss Performance, Process updates, and Organizational initiatives.
  • Task Management Guidance: Provide daily guidance to team members on how to efficiently manage their day-to-day tasks.
  • SLA and KPI Achievement: Lead the team to meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)/ Critical Performance Indicators (CPIs) defined by the process and the client.
  • Performance Reviews: Conduct regular performance reviews (Monthly, Quarterly, and Yearly) for the entire team and implement Corrective Action Plans or Performance Improvement Plans as needed.
  • Training and Quality Coordination: Collaborate with the training team to identify Training Needs (TNI) and Assessments (T) and develop training plans for the team. Work with Quality Analysts to identify areas of improvement and process gaps, ensuring corrective actions are taken.
  • SOPs and Documentation: Create/ Manage Standard Operating Procedures (SOPs) and process documentation for all client deliverables. Partake in the knowledge dissemination process.
  • Individual Connects: Hold regular one-on-one meetings with team members to understand their performance, grievances, career aspirations, and interests, providing coaching and support accordingly.
  • Performance Reporting: Provide insights and data for Weekly Business Review (WBR) and Monthly Business Review (MBR) presentations. Publish performance reports on a Daily, Weekly, and Monthly basis.
  • Leave Management: Implement a planned approach for managing team shrinkage through a Leave management system.
  • Attendance Tracking: Accurately track team attendance for billing purposes.
  • Time Sheet Validation: Validate team time sheets fortnightly with 100% accuracy.
  • Security and Data Protection: Ensure adherence to all security and client data protection measures and guide the team in following required protocols.
  • Drive and manage your team’s performance against SLA’s and KPIs including metric reporting on team performance.
  • Provide a credible and expert point of contact for the client and internal stakeholders.
  • Support team to achieve results with the highest possible standard of quality and delivery.
  • Performance management: coaching, performance development, 1:1's, mentoring.
  • Manage and maintain rosters of teams, holiday allotments and approvals.
  • Driving insights gathering from team members to improve quality and processes.
  • Working within multiple teams across Accenture teams and support areas to execute and deliver a critical service.
  • Continuous improvement strategies and ideas, including new process incubation and induction.
  • Drive and execute efficiency optimizations utilizing root cause analysis and data driven decisions.
  • Assist with driving global initiatives.
  • 10% of the time agent responsibilities working on tickets and customer escalations.

FAQs

What are the working hours for the Associate Team Lead position?

The working hours are from 7:00 AM to 12:00 AM, with shift work scheduled 5 days per week, potentially rotating across Sunday to Saturday.

Is this position remote or in-office?

This position requires you to work fully from the office located in Sandyford.

Will background checks be conducted for applicants?

Yes, credit checks will be required as part of the background checks and will be conducted after the offer stage.

What type of team will I be leading?

You will be leading a team of Content Moderators who analyze and review user profiles, audio, videos, and text-based content.

What are the primary responsibilities of an Associate Team Lead?

The primary responsibilities include managing the team's performance against SLAs and KPIs, providing coaching and feedback, conducting performance reviews, and ensuring quality of service delivery.

What skills are necessary for this role?

Necessary skills include resilience, leadership and management skills, strong communication, problem-solving abilities, performance management experience, and technical/domain proficiency.

Are there any specific health assessments required for this role?

Yes, if you are required to work a night shift, you must complete a night worker health assessment.

What additional experience is preferred for this position?

A minimum of 1 year of customer service experience is required, and 1 year of experience working in a social media environment is advantageous.

Will there be opportunities for training and career growth?

Yes, you will collaborate with the training team to identify training needs and develop plans for team members, fostering career growth and skill development.

Are there any requirements related to language skills?

Yes, you will be required to complete an English language test and a language test in the relevant language for this role during the interview process.

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Accenture

Technology
Industry
10,001+
Employees
1989
Founded Year

Mission & Purpose

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, Technology and Operations Services, and Accenture Song—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 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.

Culture & Values

  • Client Value Creation

    Enabling clients to become high-performance businesses and creating long-term relationships by being responsive and relevant and by consistently delivering value.

  • One Global Network

    Leveraging the power of global insight, relationships, collaboration and learning to deliver exceptional service to clients wherever they do business

  • Respect for the Individual

    Valuing diversity and unique contributions, fostering a trusting, open and inclusive environment and treating each person in a manner that reflects Accenture’s values.

  • Best People

    Attracting, developing and retaining the best talent for our business, challenging our people, demonstrating a “can-do” attitude and fostering a collaborative and mutually supportive environment.

  • Integrity

    Being ethically unyielding and honest and inspiring trust by saying what we mean, matching our behaviors to our words and taking responsibility for our actions.

  • Stewardship

    Fulfilling our obligation of building a better, stronger and more durable company for future generations, protecting the Accenture brand, meeting our commitments to stakeholders, acting with an owner mentality, developing our people and helping improve communities and the global environment.

Benefits

  • Medical coverage

    Employees have a choice of national plans (PPO, EPO, HDHP) covering a wide range of medical services and prescription drugs.

  • Parental leave

    16 weeks paid maternity leave for birth parents. 8 weeks paid time off for other parents

  • Flexible work arrangements

    Flexible work arrangements help employees achieve work/life balance while also meeting Accenture’s business needs.

  • Paid time off

    PTO encompasses traditional vacation time along with paid sick leave; days vary based on level and tenure from 17 to 27 per year.

  • Holidays

    We provide 8 paid standard holidays and 2 culture days (for any days you choose), in addition to the PTO program.

  • Life Insurance

    Accenture provides you with a basic level of coverage and you can purchase more coverage for yourself and your family.