Customer Service Senior Analyst - Voice

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

Job summary

Accenture is seeking a Customer Service Senior Analyst to lead a team of agents delivering multi-channel support from Navi Mumbai. The role focuses on coaching, KPI performance, and complaint handling to ensure service excellence across inbound, outbound, email, chat, social media, and SMS.

The ideal candidate brings 5–8 years of customer service leadership, strong communication and conflict-resolution skills, and Spanish language proficiency. Experience with SAP and Salesforce is valued.

Qualifications

• Graduation required.
• 5–8 years of experience in customer service.
• Spanish language proficiency.
• Experience leading customer support teams across multiple channels.
• Strong communication, interpersonal and conflict-resolution skills.
• Certifications in customer service or leadership are a plus.

Responsibilities

• Oversee a team of agents providing multi-channel customer support (inbound, outbound, email, chat, social media, SMS).
• Coach, mentor, and develop agents to meet KPIs and service targets.
• Coordinate with end-market teams to align performance metrics and continuous improvement.
• Collaborate with cross-functional teams (Supply Chain, Marketing, Finance, IT) to resolve issues and improve processes.
• Conduct regular coaching sessions and manage schedules, attendance, and adherence to shift timings.
• Ensure quality, compliance, and data protection standards are followed.
• Utilize SAP and Salesforce to oversee case management and performance metrics.
• Foster a positive, inclusive team culture and identify upsell opportunities.

Skills

Team leadership

Coaching and mentoring

Multi-channel support

Communication skills

Spanish language

Target-driven

Education

Any Graduation

Tools

SAP

Salesforce

Job description

Skill required: Language Translation - Customer Service

Designation: Customer Service Senior Analyst

Qualifications: Any Graduation

Years of Experience: 5 to 8 years

Language - Ability: Spanish - Expert

Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Songall powered by the worlds 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.

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 customerCustomer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service.It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships.

What are we looking for

• Proven experience in leading customer support teams across multiple channels with solid understanding of related technologies
• Experience in supervisory or team lead role, with strong leadership, coaching, and mentoring skills
• Excellent communication, interpersonal, and conflict-resolution skills
• Spanish language proficiency
• Ability to thrive in a fast-paced, target-driven environment
• Certifications in customer service or leadership (a plus)

Roles and Responsibilities

• 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-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
• 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

Qualification

Any Graduation