Accenture GPS Team Lead in Singapore, Singapore
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, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centres. Our 506,000 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. Visit us at www.accenture.com.
The Team Lead is responsible for the following:
Daily supervision of assigned team of direct reports (agents (Associates/Analysts), QA Analysts and Trainers) enforcing Accenture core values within the team, project, and making sure that assigned product/vertical SLAs are met daily.
Responsible for conducting daily/as needed team huddles, weekly/as needed product group meetings, and monthly one-on-ones with the analysts.
Measurement and management of the vertical/product team’s success and will act as a Subject Matter Expert in all matters processed by the product team.
Managing effective internal/external client relationships within a defined area of responsibility.
Monitor risk within assigned product/vertical to be able to escalate to Operations Manager / Accenture Leadership in a timely manner.
Review/track daily production metrics, planned/unplanned absence, holiday staffing, and timesheets.
Identify gaps in assigned product verticals such as customer policies and drafts proposals accordingly
Responsible for career development and coaching direct reports on areas such as, but not limited to, quality assurance, productivity, compliance, etc..
Manages workload of team, may make work assignments, and responsible for developing team members to meet project objectives.
Manages effective communication as escalation point for issue resolution and customer-impacting escalations for both internal and external stakeholders within a defined product area of responsibility
Ensuring compliance of Accenture Policies and Procedures, enforcing Accenture core values with direct reports and project.
High School Diploma / GED Required
Minimum of 1 year of experience in a customer-facing operations environment
Minimum of 1 year of experience managing & developing teams of professionals.
Minimum of 1 year of experience with escalation management and managing projects to established SLA’s.
Active account on Facebook and a minimum of one other social network
Active user of social media services
Minimum of +3 years experience in delivery operations
Bachelor's Degree Preferred
Preferred Experience managing project operations to achieve daily goals and deliverables
Demonstrate experience in technical work environments with highly tech savvy teams.
Fast-paced dynamic environment
Reporting and analytics experience.
Proven ability to work creatively and analytically in a problem-solving environment
Desire to work in an information systems environment
Excellent communication written and oral and interpersonal skills
You will also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.
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