Delivery Operations Team Lead-Messaging

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

Job summary

Accenture is seeking a skilled Delivery Operations Team Lead to oversee customer operations in Gurugram, India. The role focuses on managing customer queries, resolving complaints, and optimizing support processes primarily for the US region during night shifts.

The ideal candidate will have 7 to 11 years of experience in customer operations, strong problem-solving abilities, and must hold any graduation degree. This position requires managing interactions through calls, emails, and chats, ensuring seamless customer service.

Qualifications

• 7 to 11 years of experience in customer operations.
• Experience with non-voice support channels like email and chat.
• Strong problem-solving and analytical skills.

Responsibilities

• Manage and resolve customer queries and handle escalations.
• Close faults and complaints within SLAs.
• Deliver services primarily to the US region during night shifts.
• Analyze and solve moderately complex problems.

Skills

Problem-solving

Customer support

Critical thinking

Communication

Education

Any Graduation

Job description

Skill required: Next Generation Customer Operations – Service Desk Non-Voice Support

Designation: Delivery Operations Team Lead

Qualifications: Any Graduation

Years of Experience: 7 to 11 years

Responsibilities

• Help manage and resolve customer queries, handle escalations and complaints of dissatisfied customers, giving best resolutions.
• Close faults and complaints within SLAs.
• Join HR Contact Center team within the Next Generation Customer Operations process.
• Enhance employee and customer service through structured and optimized processes.
• Handle queries from employees, customers, and vendors of client organizations while ensuring seamless, personalized interactions.
• Manage blended support process with 60‑70% interactions handled via calls and the remaining volume divided between emails and chats.
• Deliver services primarily to the US region, requiring night shift availability as per IST.
• Apply strong problem‑solving and critical/logical thinking abilities.
• Previous experience in customer or employee support is a plus.
• Record, diagnose, troubleshoot, resolve, or assign incidents and service requests based on defined scope of support.
• Manage unplanned interruptions to restore normal service operations quickly for non‑voice interactions (email, web, chat).
• Analyze and solve moderately complex problems; create new solutions and adapt existing methods.
• Understand strategic direction set by senior management and align team goals.
• Interact with direct supervisor, peers and management; occasionally make decisions affecting the team.
• Manage small teams or work efforts as needed; may involve rotational shifts.