Service Delivery Team Leader

Job description

Senior Team Lead

A people-oriented content moderation team lead to guide, mentor and inspire an incredible team of content moderation associates. This role involves coaching and developing a world-class team that takes pride in the important work they are doing. In addition to leading a team, the individual will be challenged with developing programs to secure our client's operations and grow the clients business by delivering a world-class content moderation team.

Ideal candidates will put people first. Your client and your team are your top priorities. You will mentor and coach a team of content moderation associates to exceed expectations. You will proactively identify service issue gaps and improve team workflows. Success in this position requires coaching skills; analytical problem solving; a willingness to experiment; the ability to thrive in a dynamic, team-focused environment; and a passion for helping clients;

DUTIES AND RESPONSIBILITIES:

Ø Motivate and strategize how the team will meet efficiency, productivity and consistency targets

Ø Perform twice a month check-point on the analyst's performance using scorecards as a point of discussion

Ø Chart a career development plan for the analysts and provide guidance on how to achieve personal and career goals

Ø Elevate and escalate red flags to management on a duty of care perspective

Ø Ensure that team schedules are communicated; leave requests are attended to and team attendance is monitored. Chronic absentees should be managed.

Ø Guarantee that base operational expectations and information security policies are enforced

Ø Identify improvement opportunities in workflows and suggest solutions. Create a culture of innovation

Ø Facilitate team meetings and team huddles

Ø Create an engaging and fun work atmosphere for the team

Ø First point of escalation and clarification on HR-related matters and concerns

Ø Course correct non-performing metrics and analysts through root cause analysis and solid action planning

Ø Perform monthly sit down sessions to gather insights and innovation ideas

Ø Execute administrative functions inside the team (i.e. time report reviews) and HR disciplinary actions (if needed)

Ø Ensure that SMEs are performing their duties and responsibilities

K

Desired profile

Qualifications :

KEY QUALIFICATIONS/SKILLS

Ø Graduate with 2-6 years of working experience, preferably with experience in leading teams

Ø Ability to motivate teams and rally the group toward organizational goals

Ø Excellent oral and written communication skills.

Ø Passion for learning and creative problem-solving.

Ø Strong knowledge of cultural context in the user countries supported

Ø Good knowledge of language of the countries supported is an advantage

Ø Analytical frame of mind.

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, or gender identity

#AccentureOps18