HR Contact Centre Team Lead with French

• Bachelor degree level
• Minimum of 3 years of relevant experience
• Fluency in English and French
• Experience of HR Operations
• Understanding of Business Process Outsourcing
• Leadership abilities
• Good Client handling skills
• Good communication skills, written and oral
• Excellent problem solving and analysis skills
• Self motivated, positive attitude and approach

The HR Contact Centre Team Lead is accountable for a specific business area with responsibility for Deliverables and Team Leading. All Client related activities, standard and non standard, within the specified business are to be delivered to a high standard. The activities of the staff within the assigned team are to be effectively coordinated and reported.

Key responsibilities may include:

• Ensure team members receive appropriate reports and information regarding their performance and understand their material
• Coach individuals on performance improvements tactics while providing positive feed-back to those performing above expectations
• Ensure Quality Monitoring is complete on each team member in accordance with departmental policy
• Determine training needs, oversee development of training material and participate in the execution of the departmental training plan
• Train team members on new or enhanced operation procedures & policies and coach team members to drive performance improvement
• Interview and selection of customer service associates
• Maintain individual personal files for team members and document all performance improvement
• Ensure performance and attendance issues are addressed promptly and consistently
• Attend meetings to gather information affecting the Customer Support Team and communicate appropriately
• Ensure Quality of service delivery
• Handle internal and external customer issues requiring "management" attention
• Display a high level of customer service in all activities, setting the appropriate examples

Accenture is a global management consulting, technology services and outsourcing company. Committed to delivering innovation, Accenture collaborates with its clients to help them become high-performance businesses and governments. With deep industry and business process expertise, broad global resources and a proven track record, Accenture can mobilize the right people, skills and technologies to help clients improve their performance.


Accenture’s Services workforce is a dedicated team of people who work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialised business operations, such as finance and accounting, IT, applications development and maintenance, help desk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.



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