Business Advisory Specialist-Voice

Accenture; India; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

Accenture is seeking a Business Advisory Specialist in India to lead a team of customer support agents across various channels. The role involves ensuring service excellence, team engagement, and operational performance. The ideal candidate has 7 to 11 years of experience in call centre operations with strong leadership and analytical skills. Responsibilities include coaching agents, managing operations, and collaborating with cross-functional teams to drive continuous improvement. Opportunities for growth within the engagement centre are available.

Qualifications

• Proven experience in leading customer support teams across multiple channels.
• Experience in a supervisory or team lead role with strong leadership skills.
• Excellent communication and conflict-resolution skills.

Responsibilities

• Lead and motivate a team of contact centre agents.
• Monitor day-to-day operations across all communication channels.
• Conduct regular coaching sessions to build capability.

Skills

Leadership

Conflict resolution

Communication

Analytical thinking

Customer service technology

Education

Any Graduation

Tools

SAP

Salesforce

Job description

Skill Required

Next Generation Customer Operations - Customer Service Technology

Designation

Business Advisory Specialist

Qualifications

Any Graduation

Years of Experience

7 to 11 years

What would you do?

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 a strong background in call centre operations, effective leadership, analytical thinking and cross‑functional collaboration. The 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?

• Proven experience in leading customer support teams across multiple channels with solid understanding of related technologies
• Experience in a 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 teams to ensure alignment on performance metrics, issue resolution, and continuous improvement initiatives
• Work 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

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.