Service Delivery Operations Team Lead

Accenture India Private Limited; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Accenture India Private Limited is seeking a Delivery Operations Senior Analyst to support the Next Generation Customer Operations process. The role focuses on handling customer and employee queries, resolving escalations, and closing faults within SLA.

Expect a blend of calls, emails, and chats with US-region clients, requiring night shifts as per IST and strong problem-solving abilities. The candidate should have 5–8 years of experience, a graduation, and a customer-service orientation to

Qualifications

• Graduation is mandatory.
• 5–8 years of relevant experience.
• Strong communication and customer-service focus.

Responsibilities

• Analyze and solve increasingly complex problems.
• Interact with peers within Accenture and occasionally with clients/management.
• Perform day-to-day tasks with minimal instruction and moderate guidance on new assignments.
• Contribute as an individual contributor and/or oversee a small team or work effort.
• Be prepared to work in rotational shifts.

Skills

Disputes handling

Under pressure

Teamwork

Adaptable

Quick learning

Education

Graduation (any)

Job description

Delivery Operations Senior Analyst

Skill required: Next Generation Customer Operations - Customer Service Technology

Designation: Delivery Operations Senior Analyst

Qualifications: Any graduation

Years of Experience: 5 to 8 years

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?

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. We are seeking a detail-oriented and customer-focused professional to join our HR Contact Center team within the Next Generation Customer Operations process. This role is dedicated to enhancing employee and customer service through structured and optimized processes. You will be responsible for handling queries from employees, customers, and vendors of our client organizations while ensuring seamless, personalized interactions. The role requires strong communication and service skills to manage a blended support process with 60-70% of interactions handled via calls and the remaining volume divided between emails and chats. Deliver services primarily catering to the US region, requiring night shift availability as per IST. Strong problem-solving and critical/logical thinking abilities are essential. Previous experience in customer or employee support is a plus. Join us and be part of a dynamic team where you can contribute to a seamless and efficient employee and customer experience within the Next Generation Customer Operations framework! 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 contact center performance.

What are we looking for?

• Ability to handle disputes
• Ability to perform under pressure
• Ability to work well in a team
• Adaptable and flexible
• Agility for quick learning

Roles and Responsibilities

• In this role you are required to do analysis and solving of increasingly complex problems
• Your day to day interactions are with peers within Accenture
• You are likely to have some interaction with clients and/or Accenture management
• You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments
• Decisions that are made by you impact your own work and may impact the work of others
• In this role you would be an individual contributor and/or oversee a small work effort and/or team
• Please note that this role may require you to work in rotational shifts