Service Delivery Operations Team Lead- Voice

Accenture; Mumbai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Accenture in Mumbai seeks a Service Delivery Operations Team Lead to guide the customer support function, resolve queries, and manage escalations within SLA.

The role requires 7–11 years of experience in customer service operations, strong problem-solving, and the ability to lead small teams. This position may involve rotational shifts in a fast-paced environment delivering value through technology-enabled support.

Qualifications

• Graduation is required.
• 7–11 years of experience in customer service/operations.
• Experience in handling escalations and complaints beneficial.

Responsibilities

• Analyze and solve moderately complex problems.
• Create or adapt methods and procedures as needed.
• Understand strategic direction set by senior management for team goals.
• Interact with supervisor and possibly clients or Accenture teams.
• Guidance provided on new assignments and methods.

Skills

Pressure handling

Adaptability

Problem solving

Quick learning

Team collaboration

Education

Graduation

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

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