Customer Contact Comms Senior Analyst-Voice

Accenture in India; Maharashtra; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Accenture is seeking a Customer Service Team Leader to support a global energy client within Accenture's BPMS/Customer Operations. You will lead a front-line team across multi-channel customer journeys, ensuring service delivery, SLA adherence, and quality outcomes.

You will manage day-to-day operations, coach staff, handle escalations, and align with client commitments while maintaining information security and data privacy standards.

Qualifications

• Proven experience in leading teams within a BPMS / Customer Operations environment.
• Strong understanding of SLA, KPI, QA, and productivity management.
• Experience handling customer escalations and operational risk.
• Fluent English for customer escalation handling and team communication.
• Ability to analyze performance data and translate insights into corrective actions.
• Structured, resilient, and delivery-focused leadership.
• Willingness to work rotational shifts and extended business hours.

Responsibilities

• Managing day-to-day team operations, including workload distribution, queue management, and productivity tracking.
• Ensuring team performance against SLAs, KPIs, and quality targets.
• Providing ongoing coaching, feedback, and performance management to team members.
• Conducting regular 1:1s, team huddles, and performance check-ins.
• Handling customer escalations and high-risk or complex cases, ensuring timely resolution.
• Ensuring strict adherence to SOPs, desk procedures, control frameworks, and compliance requirements.
• Partnering with Quality, Training, and SME teams to address performance gaps.
• Supporting continuous improvement initiatives, including defect reduction, productivity improvement, and process stabilization.
• Monitoring attendance, schedule adherence, and staffing risks.
• Preparing and sharing operational updates, performance insights, and action plans with Operations leadership.
• Supporting change initiatives such as process updates, system enhancements, and stabilization activities.

Skills

Omnichannel - Customer Service

English proficiency

Education

Any Graduation

Tools

CRM systems

Case management tools

Reporting dashboards

Job description

Skill required

Skill required: Omnichannel - Customer Service

Designation

Designation: Customer Contact Comms Senior Analyst

Qualifications

Qualifications: Any Graduation

Years of Experience

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 in the energy sector, delivered through Accenture's BPMS / Customer Operations function. The role operates within a multi-channel customer service environment, supporting both B2B and B2C customer journeys. The Team Leader is responsible for end-to-end people and performance management of a front-line customer service team, ensuring consistent service delivery, SLA adherence, quality outcomes, and employee engagement, in line with client contractual commitments and Accenture delivery standards. Client identity and data are handled in strict accordance with Accenture confidentiality and information security policies.

What are we looking for?

Proven experience in leading teams within a BPMS / Customer Operations environment

Strong understanding of SLA, KPI, QA, and productivity management

Demonstrated ability to coach, develop, and engage front-line teams

Experience handling customer escalations and operational risk

Working knowledge of CRM systems, case management tools, and reporting dashboards

Ability to analyze performance data and translate insights into corrective actions

Strong communication and stakeholder-management skills

Structured, resilient, and delivery-focused leadership approach

Proficiency in standard business and productivity tools

Fluent proficiency in English (spoken and written) for customer escalation handling, team communication, and reporting

Language requirements may vary based on client scope and supported markets

Role operates within client-defined service windows

Flexibility required for: Rotational shifts

Extended business hours during peak periods

Business continuity or client-driven operational needs

Ability to support a shift-based, client-aligned delivery model is a core requirement.

Roles and Responsibilities

As a Customer Service Team Leader (Career Level 10), you will lead a team of Customer Service Advisors and/or SMEs, with accountability for day-to-day operational performance, people leadership, and service quality within the BPMS operating model. You will be responsible for:

• Managing day-to-day team operations, including workload distribution, queue management, and productivity tracking
• Ensuring team performance against SLAs, KPIs, and quality targets, such as response times, resolution accuracy, FCR, and customer satisfaction
• Providing ongoing coaching, feedback, and performance management to team members to drive capability uplift and engagement
• Conducting regular 1:1s, team huddles, and performance check-ins
• Handling customer escalations and high-risk or complex cases, ensuring timely resolution and clear communication
• Ensuring strict adherence to SOPs, desk procedures, control frameworks, and compliance requirements, including data privacy and security obligations
• Partnering with Quality, Training, and SME teams to address performance gaps and improve service outcomes
• Supporting continuous improvement initiatives, including defect reduction, productivity improvement, and process stabilization
• Monitoring attendance, schedule adherence, and staffing risks, escalating where required
• Preparing and sharing operational updates, performance insights, and action plans with Operations leadership
• Supporting change initiatives such as process updates, system enhancements, and stabilization activities

This role includes direct people management responsibility and acts as the primary link between front-line delivery and Operations leadership.