Delivery Operations Team Lead-Voice

Accenture; Gurugram District; On-site; INR 1,400,000 - 2,200,000; Full time

Job summary

Accenture in Gurugram is seeking a Delivery Operations Team Lead to supervise a multi-channel customer support team, drive service excellence, and meet KPIs. You will coach agents, handle escalations, and coordinate with cross-functional teams to improve processes.

With 7–11 years in call center operations and a graduation degree, you will lead schedules, ensure compliance, and use SAP and Salesforce to manage cases and orders, while seeking upsell opportunities.

Qualifications

• Experience leading customer support teams across multiple channels.
• Strong leadership, coaching, and mentoring skills.
• Excellent communication and conflict-resolution abilities.
• Ability to thrive in fast-paced, target-driven environments.
• Certifications in customer service or leadership are a plus.

Responsibilities

• Lead, motivate, and coach a team of contact centre agents to achieve targets and service excellence.
• Monitor and manage day-to-day operations across all channels.
• Support agents in handling complex complaints, escalations, and sensitive consumer cases for timely resolution.
• Review team and individual performance data, identify trends, and drive continuous improvement.
• Prepare and present daily/weekly/monthly performance reports.
• Create concise and impactful operational briefing decks for stakeholder meetings.
• Collaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiatives.
• Collaborate with cross-functional teams (Supply Chain, Marketing, Finance, IT) to resolve systemic issues and improve processes.
• Conduct regular one-on-one and on-the-floor coaching sessions to build capability and engagement.
• Manage team schedules, attendance, and adherence to shift timings.
• Ensure adherence to quality, compliance, and data protection standards or regulatory guidelines.
• Utilize SAP and Salesforce to oversee case management, order flows, and performance metrics.
• Foster a positive, inclusive, and high-performing team culture.
• Identify opportunities for upselling and service enhancement through onboarding, agent training upskilling and coaching

Skills

Team leadership

Coaching

Customer service

Analytical thinking

Communication

Education

Graduation

Tools

SAP

Salesforce

Job description

Skill required:

Next Generation Customer Operations - Customer Service Technology

Designation:

Delivery Operations Team Lead

Qualifications:

Any Graduation

Years of Experience:

7 to 11 years

Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Songall powered by the worlds 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.

What would you do

We are looking for a talented individual to oversee a Team of Agents providing multi-channel customer support (inbound, outbound, email, chat, social media, SMS online review). The role ensures service excellence, team engagement, and operational performance aligned with KPIs. The Team Lead acts as a coach, mentor, and problem-solver supporting agents in complaint handling, order and return processing, and customer satisfaction improvement. This position requires strong background in call centre operations, effective leadership, analytical thinking and cross-functional collaboration. Client is constantly evolving; there is potential to grow with us in the engagement centre or to other areas of the company.

What are we looking for

• Experience Required
• Proven experience in leading customer support teams across multiple channels with solid understanding of related technologies
• Experience in Supervisory or team lead role, with strong leadership, coaching, and mentoring skills
• Excellent communication, interpersonal, and conflict-resolution skills
• BENEFICIAL (Please put the most critical information and reflect it in the first 4 points)
• Ability to thrive in a fast-paced, target-driven environment
• Certifications in customer service or leadership (a plus)

Roles and Responsibilities:

• Lead, motivate, and coach a team of contact centre agents to achieve performance targets and service excellenceMonitor and manage day-to-day operations across all communication channelsSupport agents in handling complex complaints, escalations, and sensitive consumer cases for a timely resolutionReview team and individual performance data, identify trends, and drive continuous improvementPrepare and present daily/weekly/monthly performance reportsCreate concise and impactful operational briefing decks for stakeholder meetingsCollaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiativesCollaborate with cross-functional teams (Supply Chain, Marketing, Finance, IT) to resolve systemic issues and improve processesConduct regular one-on-one and on-the-floor coaching sessions to build capability and engagementManage team schedules, attendance, and adherence to shift timingsEnsure adherence to quality, compliance, and data protection standards or regulatory guidelinesUtilize SAP and Salesforce to oversee case management, order flows, and performance metricsFoster a positive, inclusive, and high-performing team cultureIdentify opportunities for upselling and service enhancement through onboarding, agent training upskilling and coaching

Qualification

Any Graduation