Service Delivery Operations Team Lead- Voice

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

Job summary

Accenture in India is seeking a Service Delivery Operations Team Lead for the Next Generation Customer Operations - Customer Service Technology domain in Mumbai. The role focuses on managing customer queries, resolving escalations, and ensuring fault closure within SLA targets.

You will lead a small team and collaborate with stakeholders to drive service quality and customer satisfaction. With 7–11 years of experience in customer service operations, you will transform operations into a

Qualifications

• Graduation in any discipline is required.
• 7 to 11 years of experience in customer operations or related roles.
• Experience in customer service transformation and SLA management.
• Ability to work under pressure and adapt to rotational shifts.

Responsibilities

• Manage/resolve customer queries and escalations within defined SLAs.
• Close faults and complaints efficiently to enhance customer satisfaction.
• Analyze and solve moderately complex problems and guide teams.
• Collaborate with cross-functional teams and support senior management directions.

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