Skill required: Omnichannel - Customer Service

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? The Customer Service Team Leader role supports a large, global client in the energy sector, delivered through Accenture’s BPMS / Customer Operations function.



The role operates within a multi-channel customer service environment, supporting both B2B and B2C customer journeys. The Team Leader is responsible for end-to-end people and performance management of a front-line customer service team, ensuring consistent service delivery, SLA adherence, quality outcomes, and employee engagement, in line with client contractual commitments and Accenture delivery standards. Client identity and data are handled in strict accordance with Accenture confidentiality and information security policies.

What are we looking for? Proven experience in leading teams within a BPMS / Customer Operations workplace Strong understanding of SLA, KPI, QA, and productivity management Demonstrated ability to coach, develop, and engage front-line teams Experience handling customer escalations and operational risk Working knowledge of CRM systems, case management tools, and reporting dashboards Ability to analyze performance data and tr

📌 Delivery Operations Senior Analyst-Messaging (Pune)
🏢 Accenture in India
📍 Pune