Customer Contact Comms Senior Analyst - Voice

Accenture PLC; Maharashtra; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Accenture PLC in Maharashtra, India, seeks a Customer Contact Comms Senior Analyst to lead a multinational customer service team. You will oversee omni-channel support across voice, email, chat and social media, ensuring stable, high-quality service delivery and excellent customer experience for global clients.

The role requires coaching, performance reviews and continuous improvement, with strong stakeholder management, effective escalation handling, and a focus on process optimization within a

Qualifications

• Graduation is required.
• 5 to 8 years of relevant experience.
• Omnichannel customer service knowledge.

Responsibilities

• Lead daily team operations to meet SLAs and customer expectations.
• Balance workload, queues, staffing and deadlines for omni-channel interactions.
• Monitor SLA, KPIs, quality and first-contact resolution.
• Coach team members and foster continuous improvement.
• Handle first-level escalation and coordinate with other functions.

Skills

Omnichannel - Customer Service

Education

Any Graduation

Job description

Skill required: Omnichannel - Customer Service

Designation: Customer Contact Comms Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do?

The Customer Service Team Leader role supports a large global client through Customer Operations function. The role operates within a multichannel customer service environment, supporting B2B and B2C customer journeys. The role is accountable for stable, controlled and consistent service delivery across an omni-channel operation that may include Voice, Email, Chat, Chatbot and Social Media support. The role connects frontline delivery with business partners and enabling functions, using day-to-day operational insights to improve customer experience, productivity, quality and process effectiveness. The position is expected to build an open, approachable and accountable team culture, develop capability, share best practices and translate organisational objectives into measurable team actions. Proven experience leading and coaching a customer service team within a corporate contact centre or customer operations environment. Deep customer-service knowledge and omni-channel capability across Voice, Email, Chat, Chatbot, Social Media or comparable digital support channels. Solid understanding of contact-centre measures, queue management, workforce management, SLA, KPI, QA and productivity frameworks.

What are we looking for?

• Self-motivated, resilient and adaptable leadership style with a strong customer orientation.
• Demonstrated ability to influence stakeholders, lead operational change and bring teams through the change journey.
• Ability to understand customer needs and behaviours, manage expectations and resolve difficult issues in challenging environments.
• Strong stakeholder-management capability with the ability to build effective relationships across business, operations and support functions.
• Strong numeracy, analytical and problem-solving skills.
• Fluent spoken and written English for customer escalation handling, team communication and reporting.
• Language requirements may vary based on client scope and supported markets.
• The role operates within client-defined service windows.
• Flexibility is required for rotational shifts, extended business hours during peak periods, and business-continuity or client driven operational needs.
• Ability to support a shift-based, client-aligned delivery model is a core requirement. Roles and Responsibilities:
• Lead day-to-day team operations to ensure processes are delivered in a controlled, timely and accurate manner and meet internal and external customer expectations.
• Manage workload distribution, queue performance, staffing priorities and operational deadlines across supported omni channel customer interactions.
• Monitor achievement of service-level agreements, key performance indicators, quality standards, first-contact resolution and customer-experience outcomes.
• Maintain working knowledge of relevant customer, business and internal procedures and ensure the team consistently follows approved processes, controls and work instructions.
• Conduct regular one-to-one discussions, team meetings, performance reviews and career-development planning with direct reports.
• Coach and develop team members, address capability gaps and create an environment that supports continuous improvement, collaboration and a growth mindset.
• Provide first-level escalation support for complex customer, process, people and operational issues, ensuring clear ownership and timely resolution.
• Respond to escalations and claims with accurate diagnosis, effective communication and appropriate coordination across functions.
• Develop, monitor and communicate team performance measures aligned to service-level agreements and operational objectives.
• Work closely with other team leaders, business stakeholders and enabling functions to achieve common operational objectives, share ideas and apply lessons learned.
• Act as the single point of accountability for assigned projects and change requests, assessing operational risk, customer impact, process implications and resourcing requirements.
• Develop and maintain effective relationships with key stakeholders, customers, internal business partners and authorised external service providers.