Digital Media Support Team Lead

Accenture Southeast Asia


Date: 1 day 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.


  • How to apply

    To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

    Post a resume

    Similar jobs

    HR Services Operations (Talent Development & Management) Associate / Analyst (Japanese Speaking)

    Accenture Southeast Asia, Subang Jaya
    1 day ago
    Job Summary:Lead the design, delivery, and management of talent development initiatives aligned with strategic business goals. Drive leadership development, succession planning, and organizational capability building to improve performance and retention.Key Responsibilities:Develop and oversee talent development programs that support engagement, retention, and productivity.Design and deliver leadership training, capability frameworks, coaching, and experiential learning aligned with organizational strategy.Conduct training needs assessments, identify...

    Full Stack Developer (Mid/Senior)

    ROCKWOOL Group, Subang Jaya
    5 days ago
    Driving our digital developmentServing ROCKWOOL Group with digital expertise, you and your team will ensure a smart and seamless experience in the interactions between internal colleagues, customers, stakeholders and vendors. We foster an environment that encourages development – to enable you to take ownership of your career with us. Digitalization is at the top of the agenda, and you will...

    Order to Cash Analyst (Korean speaking)

    Accenture Southeast Asia, Subang Jaya
    1 week ago
    Key Responsibility:Supervise the daily operation on OTC processDaily operational performance management and meet targets including Service Level Agreements with client;Achieve client’s Service Satisfaction at the level of client’s management and also end-users;Facilitate the operational Change Request (CR) process;Build team succession and make it effectively;Provide a holistic view of service delivery to the client;Act as a clear escalation route to the...