Duties and Responsibilities

• 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

Job Qualifications:

• 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