Customer Service Senior Analyst - Voice

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

Job summary

Accenture is seeking a Customer Service Senior Analyst to oversee a multi-channel support team, ensuring service excellence, coaching, and KPI-driven performance. The role requires leadership across inbound/outbound, email, chat, social media, SMS, and online reviews.

The ideal candidate will have 5–8 years’ experience, a graduation, and proven capability to drive customer satisfaction, process improvements, and upsell opportunities in a fast-paced environment.

Qualifications

• Must have experience leading customer support teams across multiple channels.
• Strong supervisory background with coaching and mentoring skills.
• Excellent communication and interpersonal abilities; conflict resolution is key.

Responsibilities

• Create concise operational briefing decks for stakeholder meetings.
• Collaborate with end-market Team to align on performance metrics and improvements.
• Work with cross-functional teams to resolve systemic issues and improve processes.
• Conduct regular one-on-one coaching and on-the-floor development of agents.
• Manage team schedules, attendance, and shift adherence.
• Ensure compliance with quality and data protection standards.

Skills

Team leadership

Customer service

Communication skills

Conflict resolution

Multichannel support

Coaching and mentoring

Spanish language proficiency

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

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?

• 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 customer
• Customer 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

Any Graduation

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