Business Advisory Associate Manager-Voice

Accenture; Gurugram District; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

Accenture is seeking a Business Advisory Associate Manager in Gurugram, India. This role involves overseeing a team of agents providing multi-channel customer support while ensuring service excellence and team engagement. The candidate should have 10 to 14 years of experience in customer support leadership, strong analytical skills, and a knack for conflict resolution. The position requires a proactive approach to enhance customer satisfaction through effective coaching and mentoring. Candidates must be prepared to work in rotational shifts.

Qualifications

• 10 to 14 years of experience in customer support leadership.
• Proven experience in leading customer support teams across multiple channels.
• Strong leadership, coaching, and mentoring skills.

Responsibilities

• Lead, motivate, and coach a team of contact centre agents.
• Monitor and manage operations across all communication channels.
• Support agents in handling escalations and sensitive cases.
• Review performance data and drive continuous improvement.

Skills

Team leadership

Customer support operations

Analytical thinking

Conflict resolution

Communication skills

Education

Any Graduation

Tools

SAP

Salesforce

Job description

Skill Required:

Next Generation Customer Operations - Customer Service Technology

Designation:

Business Advisory Associate Manager

Qualifications:

Any Graduation

Years of Experience:

10 to 14 years

What would you do

ROLE SUMMARY: We are looking for a talented individual to oversee a team of agents providing multi‑channel customer support (inbound, outbound, email, chat, social media, SMS, online review). The role ensures service excellence, team engagement, and operational performance aligned with KPIs. The Team Lead acts as a coach, mentor, and problem‑solver supporting agents in complaint handling, order and return processing, and customer satisfaction improvement. This position requires strong background in call centre operations, effective leadership, analytical thinking, and cross‑functional collaboration. Client is constantly evolving; there is potential to grow with us in the engagement centre or to other areas of the company.

What are we looking for

Experience, Skills, Knowledge (Essential)

• Proven experience in leading customer support teams across multiple channels with solid understanding of related technologies.
• Experience in supervisory or team lead role, with strong leadership, coaching, and mentoring skills.
• Excellent communication, interpersonal, and conflict‑resolution skills.

Beneficial

• Ability to thrive in a fast‑paced, target‑driven environment.
• Certifications in customer service or leadership (a plus).

Roles Responsibilities

• Lead, motivate, and coach a team of contact centre agents to achieve performance targets and service excellence.
• Monitor and manage day‑to‑day operations across all communication channels.
• Support agents in handling complex complaints, escalations, and sensitive consumer cases for a timely resolution.
• Review team and individual performance data, identify trends, and drive continuous improvement.
• Prepare and present daily/weekly/monthly performance reports.
• Create concise and impactful operational briefing decks for stakeholder meetings.
• Collaborate closely with end‑market team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiatives.
• Collaborate with cross‑functional teams (Supply Chain, Marketing, Finance, IT) to resolve systemic issues and improve processes.
• Conduct regular one‑on‑one and on‑the‑floor coaching sessions to build capability and engagement.
• Manage team schedules, attendance, and adherence to shift timings.
• Ensure adherence to quality, compliance, and data protection standards or regulatory guidelines.
• Utilize SAP and Salesforce to oversee case management, order flows, and performance metrics.
• Foster a positive, inclusive, and high‑performing team culture.
• Identify opportunities for upselling and service enhancement through onboarding, agent training, up‑skilling and coaching.
• Analyze and solve moderately complex problems, creating new solutions or adapting existing ones.
• Understand strategic direction set by senior management as it relates to team goals.
• Interact primarily with direct supervisor or team leads and peers or management at client and/or within Accenture.
• Work with minimal guidance when determining methods and procedures on new assignments.
• Decisions often impact the team and occasionally other teams.
• Manage medium‑small sized teams and/or work efforts at a client or within Accenture.
• Required to work in rotational shifts.