Service Delivery Operations Team Lead- Voice

8102 ASOL-Mumbai STPI Company; Mumbai; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

Accenture in Mumbai seeks a Service Delivery Operations Team Lead to oversee next generation customer operations within our Customer Support vertical. You will manage and resolve customer queries, handle escalations, and drive resolutions within SLA targets.

The role emphasizes transforming customer problems into value-driven service differentiators with strong process excellence. The ideal candidate brings 7–11 years in customer operations, the ability to work under pressure, and a

Qualifications

• Graduation completed.
• 7–11 years of experience in customer operations.

Responsibilities

• Analyze and resolve moderately complex customer issues.
• Resolve escalations and complaints within SLA.
• Lead and mentor small teams in service delivery.
• Collaborate with cross-functional teams to improve processes.
• May work in rotational shifts as required.

Skills

Under pressure

Adaptable

Problem solving

Agility

Teamwork

Education

Bachelor's degree or higher

Job description

Skill required: Next Generation Customer Operations - Customer Service Technology Designation: Service Delivery Operations Team Lead

Qualifications: Any Graduation Years of Experience:7 to 11 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 699,000 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. 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?

• Ability to perform under pressure
• Adaptable and flexible
• Problem-solving skills
• Agility for quick learning
• Ability to work well in a team

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

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.

Bring your incredible skills and join our global team of innovators.

We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients.

With us, you’ll continue to learn and grow so you can advance in your career.

Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive.

Explore your next step at Accenture Belong. Grow. Thrive. Join agreat place to work for reinventors who drive meaningful change for our clients, communities, and the world. Wo rld. Explore your next step at Accenture