Digital Media Support Team Lead
Accenture Southeast Asia
Date: 3 weeks ago
City: Subang Jaya
Contract type: Full time

Role Overview
Digital Media Support Team Lead oversees all activities of a team that operates on a technical support system to continually improve customer satisfaction and service quality. The primary role of a Team Lead is to build and manage an effective team that can provide valuable customer support in a timely manner. Lead & manages team goals, expectations, and outcomes on a daily, weekly and monthly basis. Conducts daily team meetings and have weekly client meetings to ensure quality and consistency across the team. Additionally, these meetings with the client are to ensure the team is meeting desired targets, where to shift metrics accordingly and propose new plans of improvement. Point of contact and liaison between the client and the team to communicate goals, improvements and any issues. The lead tracks the teams performance as well as their individual performance and find areas for improvement.
Job Description
Meeting the targets: daily, weekly & monthly and callout reasons proactively for any deviations
Meeting the demands & the asks of the client
Create an inspiring team environment with an open communication culture
Set clear team goals
Delegate tasks and set deadlines
Oversee day-to-day operations
Monitor team performance and report on metrics
Motivate team members
Discover training needs and provide timely coaching
Handle Escalations
Listen to team members’ feedback and resolve any issues or conflicts
Seek out information to ensure we are constantly improving the user experience
Identify gaps and areas for improvement in execution processes and propose improvement solutions
Recognize high performance and reward accomplishments
Encourage creativity and risk-taking
Suggest and organize team building activities
Job Qualifications
Minimum graduate degree or equivalent with a strong academic record
1+ years’ experience at handling customers within service/technical fields with a minimum of 1 year experience in team handling (people management)
Experience working in a B2C environment
Demonstrated proficiency with written & spoken English
Outstanding customer service skills
Excellent Communication Skills
Ability to work on a flexible schedule (occasionally holidays, weekends)
Strong knowledge of Social media environment
Demonstrated capacity for critical thinking and analysis
Strong attention to detail
Ability to identify and grow talent, lead, motivate and coach direct reportees
Proven ability to establish and develop effective teams & manage their performance
Proven ability to identify training needs and support development of programs
Moderate understanding of business process improvement methods
High level of integrity as demonstrated personally and professionally
Proven ability to coach in one-on-one and also in a team setting
Able to adapt quickly to changes in workflow
Proficient in conflict management
Familiarity with project management
Comfort communicating with all levels of management
Excellent organizational skills and detail oriented approach to problem solving
Demonstrated proficiency in multitasking and prioritization
Maintaining a thorough understanding of tool used & departmental process and policies
Should have worked in client facing environment and should have strong client management skills
Should have very strong analytical, data mining & data presentation skills
Solid computer skills, especially MS Excel & PPT.
Preferred Qualifications
Familiarity with Zendesk & Salesforce is a plus
Experience managing social communities across a social media platform.
Digital Media Support Team Lead oversees all activities of a team that operates on a technical support system to continually improve customer satisfaction and service quality. The primary role of a Team Lead is to build and manage an effective team that can provide valuable customer support in a timely manner. Lead & manages team goals, expectations, and outcomes on a daily, weekly and monthly basis. Conducts daily team meetings and have weekly client meetings to ensure quality and consistency across the team. Additionally, these meetings with the client are to ensure the team is meeting desired targets, where to shift metrics accordingly and propose new plans of improvement. Point of contact and liaison between the client and the team to communicate goals, improvements and any issues. The lead tracks the teams performance as well as their individual performance and find areas for improvement.
Job Description
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