Business Advisory Senior Analyst-Voice

Accenture; Gurugram District; Hybrid; INR 800,000 - 1,200,000; Full time

Job summary

A leading consulting firm in Gurugram is seeking an experienced Business Advisory Senior Analyst to lead and support a team in managing customer queries and resolving complaints across multiple communication channels. The ideal candidate has 5 to 8 years of experience, excellent problem-solving and leadership skills. The position involves working in a night shift rotation, primarily serving the US region and requires strong interpersonal and communication abilities. Certifications in customer service or leadership would be a plus.

Qualifications

• 5 to 8 years of experience in customer support.
• Experience in supervisory or team lead role is preferred.
• Certifications in customer service or leadership are a plus.

Responsibilities

• Lead and motivate a team of contact centre agents.
• Monitor day-to-day operations across all communication channels.
• Support agents in resolving complex complaints.

Skills

Leadership skills

Excellent communication

Interpersonal skills

Conflict resolution

Problem-solving

Customer service experience

Education

Any Graduation

Tools

SAP

Salesforce

Job description

Skill required

Next Generation Customer Operations - Customer Service Technology

Designation

Business Advisory Senior Analyst

Qualifications

Any Graduation

Years of Experience

5 to 8 years

What would you do

You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers giving best resolutions. You will also be responsible for closing the fault and complaints within SLAs. We are seeking a detail‑oriented and customer‑focused professional to join our HR Contact Center team within the Next Generation Customer Operations process. This role is dedicated to enhancing employee and customer service through structured and optimized processes. You will be responsible for handling queries from employees, customers, and vendors of our client organizations while ensuring seamless, personalized interactions. The role requires strong communication and service skills to manage a blended support process with 60‑70% of interactions handled via calls and the remaining volume divided between emails and chats. Deliver services primarily catering to the US region, requiring night shift availability as per IST. Strong problem‑solving and critical/logical thinking abilities are essential. Previous experience in customer or employee support is a plus.

What are we looking for

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

Roles and 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 upskilling and coaching
• In this role you are required to do analysis and solving of increasingly complex problems
• Your day to day interactions are with peers within Accenture
• You are likely to have some interaction with clients and/or Accenture management
• You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments
• Decisions that are made by you impact your own work and may impact the work of others
• In this role you would be an individual contributor and/or oversee a small work effort and/or team

Please note that this role may require you to work in rotational shifts.