Operations Team Lead

41_R00248874

Obowiązki

• Manage a team of analysts, managing the performance and making sure that SLAs/KPIs are met on a daily basis 

• Provide coaching and act as the team’s career counselor 

• Enforce core values within the team and project 

• Ensure team engagement 

• Align with leadership on team goals and expectations 

• Communicate and set clear expectations around goals, objectives, and targets for the team 

• Manage the workload of the team, make work assignments 

• Be in charge of conducting 1:1 meetings with the team members, daily huddles, weekly wrap up and monthly meetings with the team 

• Monitor risks within operations and communicate to leadership/Client in a timely manner 

• Act as a Subject Matter Expert in all matters processed by the team and actively shadow agents to ensure a proper understanding of the work and potential challenges/improvements needed 

• Manage ad-hoc operational projects and process improvement initiatives as per client/leadership requirements 

• Identify improvement opportunities and communicate to delivery lead and client teams 

• Interface effectively with other teams, delivery lead and client teams 

• Provide feedback to the team on performance and improvement opportunities and receive proposals from the team members  

• Develop and administer team schedules and performance requirements. Keep track of holidays and sick leaves  

• Collaborate with Accenture recruitment team in the selection of candidates for the project: participating actively in the skills interviews and sharing feedback 

• Support with the onboarding of new joiners

Wymagania

• English C1

• You have demonstrated the following skills as a minimum:  

• Ability to project manage tasks or small teams  

• Excellent time management and organizational skills 

• Strong communication skills towards larger groups or client stakeholders, both remotely and face to face 

• Comfortable with client facing tasks and contact  

• Strong ability to receive and provide feedback 

• Sense of empathy, kindness and patience. People oriented with ability to help others and pass the knowledge efficiently 

• Strong sense of ownership and demonstrated proactiveness 

• Ability to work independently 

• Impeccable behavioral track record, reliable and trusting, able to follow rules and decisions, demonstrating seniority, mature and professional approach 

• Availability to accomodate Adhoc scheduling requests (Including weekend coverage and Evening shifts) 

• Previous Team Leading experience is not a must, but a strong asset.

• Ability to work within shifts:

• Monday-Sunday

• 2 shifts: mid and evening shift

• 8 hours of work starting as below:

• Morning: shift starts between: 9 a.m - 11 a.m and

• Afternoon shift starts between: 13 p.m -15 p.m

Oferujemy

• Using foreign language and new technology solutions daily, cooperating with various global Clients.

• Individual support of a People Lead and a specific path of professional development, as well as the possibility of a session with a Coach.

• A wide training package (soft, technical, and language training offer, access to the e-learning platforms, Gallup test, GenAI training, possibility of co-financing courses, and certification).

• Employee Assistance Program - legal, financial, and psychological consultations.

• Accenture employees eligible for the Employee share purchase plan automatically become eligible for quarterly  dividends if they own company shares.

• Paid employee referral program.

• Private medical care, life insurance.

• Access to the MyBenefit platform (possibility of using a wide range of products and services, including the Multisport card).

Źródło: Accenture/Praca