Delivery Operations Senior Analyst-Messaging

Accenture in India; Mumbai; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Accenture is seeking a Team Leader - Business Inbound Messaging Chat in Mumbai to guide a team of customer service advisors delivering support across live chat, web messaging, social messaging, and business platforms. You will drive performance, quality, and engagement, ensuring superior customer experiences.

The role requires 5–8 years in customer service with leadership experience and excellent English (International) proficiency.

Qualifications

• Data analysis and KPI management required.
• Root cause analysis and continuous improvement mindset required.
• Experience with chat/digital channels and coaching teams desirable.

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.

Skills

Data analysis

KPI management

Root cause analysis

Continuous improvement

Attention to detail

Education

Any Graduation

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

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 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
• 2-5 years of experience in a customer service, contact center, or digital support environment. Minimum 1-2 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.