Customer Contact Comms Senior Analyst-Voice

Accenture Infrastructure and Capital Projects, LLC; Pune District; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

Accenture is seeking a Customer Contact Comms Senior Analyst to lead a front-line team in a multi-channel customer service environment for a global energy-sector client. You will drive end-to-end people and performance management, ensure SLA adherence, quality, and employee engagement while maintaining strict confidentiality and client standards.

Role requires 5–8 years in BPMS/Customer Operations, strong coaching ability, and English fluency for escalation handling, reporting, and stakeholder

Qualifications

• Any Graduation.
• 5–8 years of experience in BPMS / Customer Operations.
• Experience leading teams and handling escalations.

Responsibilities

• Manage day-to-day team operations, workload, queues and productivity.
• Ensure SLA/KPI targets, QA and quality outcomes for the front-line team.
• Provide ongoing coaching, feedback and performance management.
• Conduct regular 1:1s, team huddles and performance check-ins.
• Handle escalations and high-risk cases with clear communication.
• Ensure compliance with SOPs, data privacy and security obligations.

Skills

Omnichannel - Customer Service

Education

Any Graduation

Tools

CRM systems

Case management tools

Reporting dashboards

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 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

• 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

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.