Delivery Operations Senior Analyst-Messaging

Accenture; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Accenture in Mumbai is seeking a Delivery Operations Senior Analyst to lead a customer service team focused on digital messaging channels. The ideal candidate has over 5 years of experience in customer service and at least 12 years in team leadership.

The role involves coaching, managing performance, and achieving operational targets while fostering a positive team culture. Strong English skills are required, along with a continuous improvement mindset.

Qualifications

• 5 to 8 years of experience in customer service, contact center, or digital support environment.
• Minimum 12 years of team leadership, supervisory, or senior advisor experience.
• Expert level in English.

Responsibilities

• Lead and develop a team of chat advisors to achieve performance targets.
• Conduct one-to-one meetings, coaching sessions, and performance reviews.
• Monitor performance and service levels across messaging channels.
• Manage workflow distribution to optimize customer response times.

Skills

Data analysis and reporting

KPI management

Root cause analysis

Continuous improvement mindset

Attention to detail

Team leadership

Customer service experience

Education

Any Graduation

Job description

Job Description

Skill required: Omnichannel – Customer Service

Designation: Delivery Operations Senior Analyst

Qualifications: Any Graduation

Years of Experience: 5 to 8 years

Language - Ability: English (International) – Expert

What would you do

The Team Leader Business Inbound Messaging Chat is responsible for leading a team of customer service/chat advisors who handle inbound customer interactions through digital messaging channels such as live chat, web messaging, social messaging, and business messaging platforms. The role focuses on delivering exceptional customer experiences, achieving operational performance targets, ensuring quality standards, and developing team members to maximize engagement and productivity.

The Team Leader manages the day‑to‑day performance of a team supporting customer inquiries through inbound messaging channels. This includes coaching advisors, monitoring service levels, analyzing performance metrics, driving continuous improvement initiatives, and ensuring compliance with company policies and procedures. The Team Leader acts as the first point of escalation for complex customer issues and works closely with Operations Managers and other support functions to achieve business objectives.

What are we looking for

• Data analysis and reporting
• KPI management
• Root cause analysis
• Continuous improvement mindset
• Attention to detail
• 25 years of experience in a customer service, contact center, or digital support environment
• Minimum 12 years of team leadership, supervisory, or senior advisor experience
• Experience managing customer interactions through chat, messaging, or digital channels
• Proven track record of achieving service and operational KPIs
• Experience coaching and developing employees
• Desirable

Roles and Responsibilities

• Lead, motivate, and develop a team of chat advisors to achieve performance targets.
• Conduct regular one-to-one meetings, coaching sessions, and performance reviews.
• Foster a positive, inclusive, and high-performance team culture.
• Support employee engagement, wellbeing, and retention initiatives.
• Monitor real‑time performance and service levels across messaging channels.
• Ensure adherence to schedules, productivity targets, and operational standards.
• Manage workflow distribution to optimize customer response times.
• Escalate operational risks and service issues appropriately.