Delivery Operations Team Lead-Voice

Accenture in India; Mumbai; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Accenture is seeking a Delivery Operations Team Lead in Mumbai to manage customer service and omnichannel operations. You will resolve customer queries, handle escalations, and ensure faults are closed within SLA, transforming support into strategic value.

The role requires 7–11 years of experience, excellent English (International) communication, and the ability to lead small teams and coordinate across stakeholders. Rotational shifts may be included.

Qualifications

• Written and verbal communication is essential.
• Thought leadership and strategic thinking are valued.
• Strong analytical skills are required.

Responsibilities

• Analyze and solve moderately complex problems.
• Develop new solutions or adapt existing methods.
• Align work with senior management goals and team objectives.
• Manage small teams or work efforts at client sites or within Accenture.
• Be prepared for rotational shifts.

Skills

Omnichannel - Customer Service

Education

Any Graduation

Job description

Job Description:

Skill required: Omnichannel - Customer Service

Designation: Delivery Operations Team Lead

Qualifications:Any Graduation

Years of Experience:7 to 11 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? Role Description - You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market. Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance.

What are we looking for? What are we looking for?

• Written and verbal communication
• Thought leadership
• Strong analytical skills
• Ability to perform under pressure
• Ability to manage multiple stakeholders Roles and Responsibilities:
• Roles and Responsibilities:
• In this role you are required to do analysis and solving of moderately complex problems
• May create new solutions, leveraging and, where needed, adapting existing methods and procedures
• The person would require understanding of the strategic direction set by senior management as it relates to team goals
• Primary upward interaction is with direct supervisor
• May interact with peers and/or management levels at a client and/or within Accenture
• Guidance would be provided when determining methods and procedures on new assignments
• Decisions made by you will often impact the team in which they reside
• Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
• Please note that this role may require you to work in rotational shifts

Requirements: