Business Advisory Specialist-Voice

Accenture; Navi Mumbai; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

A global consulting firm is seeking a Business Advisory Specialist in Navi Mumbai. This role involves leading a team of customer support agents to achieve performance targets and ensure service excellence. The successful candidate will have 7 to 11 years of experience, strong leadership skills, and must thrive in a fast-paced environment. Responsibilities include monitoring operations, supporting agents with complaints, and collaborating across teams to improve services. Night shift availability is required and a graduation degree is mandatory.

Qualifications

• 7 to 11 years of relevant experience in customer service roles.
• Experience supervising or leading customer support teams.
• Strong communication and service skills essential.

Responsibilities

• Lead, motivate, and coach a team of contact center agents.
• Monitor day-to-day operations across all communication channels.
• Foster a positive and high-performing team culture.

Skills

Customer support leadership

Communication skills

Analytical thinking

Conflict resolution

Education

Any Graduation

Tools

SAP

Salesforce

Job description

Role Overview

Skill required: Next Generation Customer Operations - Customer Service Technology Designation: Business Advisory Specialist Qualifications: Any Graduation Years of Experience: 7 to 11 years

Key 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‑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.
• Analyze and solve moderately complex problems; create new solutions, adapting existing methods and procedures where needed.
• Work in rotational shifts as required.

Technical and Leadership Skills

• 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).

Qualifications

• Any Graduation.
• 7 to 11 years of relevant experience.
• Strong communication and service skills for managing a blended support process (60–70% calls).
• Night shift availability as per IST.

Additional Information

Join us and be part of a dynamic team where you can contribute to a seamless and efficient employee and customer experience within the Next Generation Customer Operations framework. The role requires strong background in call centre operations, effective leadership, analytical thinking, and cross‑functional collaboration.