As a Team Lead, you will manage a team of Reviewers, provide coaching/feedback based on the performance/career growth. A Team Leader oversees a team size :25 employees and motivates them to do their job efficiently to have optimum performance in the process. Provide objectives, develop reward systems to recognize and appreciate good performance which motivates employees. Assign all work schedules and commit the team to deliver, manage the quality of the work and drive the people management activities within the team. Ensure all Governance check points are adhered. Note- The reported content could be sensitive or of graphic nature.
Key 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 (TNA) 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:
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.
Role Requirements:
This is a 100% onsite role at client location in San Jose, CA
Basic Qualifications:
Minimum of 1 years’ experience in a trust & safety role along with 1 year of coaching experience
Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New Jersey, New York or Washington as set forth below.
We accept applications on an on-going basis and there is no fixed deadline to apply.
Information on benefits is here.
Role Location Annual Salary Range
California $54,900 to $131,300
Colorado $54,900 to $113,400
District of Columbia $58,400 to $120,800
Illinois $50,800 to $113,400
Minnesota $54,900 to $113,400
Maryland $54,900 to $113,400
New York/New Jersey $50,800 to $131,300
Washington $58,400 to $120,800
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