Delivery Lead Manager - Voice

Accenture in India; Mumbai; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Accenture in India is seeking a Delivery Lead Manager to oversee omnichannel customer service operations. The role requires 13–18 years of experience in customer service and strong people leadership to drive performance, improvement, and strategic objectives across the team.

The position emphasizes coaching, effective communication, and cross-functional collaboration to ensure high-quality service delivery and customer satisfaction.

Qualifications

• Bachelor's degree or equivalent experience in customer service.
• 10+ years in the customer service industry.
• 6–8 years of people management in Customer Service.
• Experience in managing omnichannel operations is essential.
• Proven coaching and leadership of high-performing teams.

Responsibilities

• Lead frontline customer service representatives across omnichannel (Voice, Email, Chat, Chatbot & Social) in the Americas.
• Ensure effective team management, performance, and continuous improvement.
• Drive open and empathetic culture aligned to organizational objectives.
• Maintain high quality and timely execution of process activities.
• Conduct regular one-to-one and performance reviews with direct reports.
• Develop and monitor KPIs aligned with SLAs and operational goals.
• Collaborate with other team leaders and business partners to meet objectives.

Skills

Omnichannel management

People management

Customer service leadership

Effective communication

Education

Any Graduation

Job description

Job Description:

Skill required: Omnichannel - Customer Service

Designation: Delivery Lead Manager

Qualifications: Any Graduation

Years of Experience: 13 to 18 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 role of a customer service team leader is to lead the frontline customer service representatives who manage customer interactions across an omni channel operation Voice, Email, Chat, Chatbot & Social channels of support in the Americas.
• The candidate is responsible for ensuring effective team management, focusing on performance management, consistency of operations, constantly looking for opportunities to improve
• . Its critical for the candidate to have a keen eye for detail & drive continuous improvement using actionable insights from day to day operations.
• The candidate needs to play a key role in building an open & empathic culture in business, with a constant endeavor to achieve organizational strategic objectives. This role is accountable for maintaining connectivity with the businesses that are supported by processes
• 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?
• Bachelors degree or equivalent experience in an accredited institution with 10+ years or more of experience in the Customer Service industry
• Minimum of 6 to 8 years of work experience in people management in Customer Service
• Experience in managing omnichannel operations is a must
• Proven experience in coaching and leading high performing teams.
• Effective communicator verbally and in writing Roles and Responsibilities:
• Lead the team to ensure safe and silent run for the teams processes. Ensure the activity is being carried out in a well controlled, timely, and accurate manner and in line with the expectations of our customers
• Manage deadlines and ensure that all activities that directly affect internal or external customer relationships or the outputs of the operational teams are of the highest quality
• Understanding the relevant procedures and processes for the relevant businesses, as well as the internal processes
• Carry out regular one to one with all direct reports to discuss performance and to develop and implement career path plans
• Conduct half yearly and annual appraisals with direct reports
• Prioritize monthly team meetings with direct reports
• Proactively develop the skills, proficiencies and knowledge of Customer Service team members
• Develop a team environment that supports continuous improvements & promote the growth of attitude
• Provide first level escalation for any issues raised by the team
• Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements
• Work closely with other team leaders within the business and GBS to ensure that overall operational objectives are met, ideas shared, and lessons learnt
• Adhering to the tasks outlined in the EMS or QMS Systems
• Serve as single point of accountability for any projects or change requests from the business or enabling teams and manage and assess risks and impacts to the processes as well as resourcing
• Develop and maintain sound working relationships with key collaborators, customers and external service providers
• Develop and control processes and procedures to the company standards
• Serve as a cross functional liaison to share standard processes across FBT and other areas of our business
• Collaborate with business partners as a SME to adequately support any new business or quickly react to supply disruption