Delivery Operations Senior Analyst-Messaging

Accenture; Mumbai City; On-site; INR 600,000 - 800,000; Full time

Job summary

Accenture is seeking a Team Leader – Business Inbound Messaging Chat to lead a team of customer service advisors handling inbound digital messaging. The role centers on delivering exceptional experiences, achieving performance targets, and ensuring quality standards across chat, web, and social channels.

Ideal candidates have 5–8 years in customer service/digital support, with 1–2 years in team leadership, and a graduation or equivalent.

Qualifications

• Data analysis and KPI reporting experience is preferred.
• Experience with chat/digital channel customer support.
• Strong attention to detail and ability to drive improvements.

Responsibilities

• Lead a team of chat advisors to meet performance targets.
• Coach and develop team members; conduct performance reviews.
• Monitor real-time metrics across messaging channels and ensure SLAs.
• Escalate issues and collaborate with Operations and support teams.

Skills

Omnichannel - Customer Service

Education

Graduation (Any)

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.”

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.