Skill required: Next Generation Customer Operations - Customer Service Technology
Designation: Delivery Operations Associate Manager
Qualifications:Any Graduation
Years of Experience:10 to 14 years
What would you do? We are looking for a talented individual to oversee a Team of Agents providing multi-channel customer support (inbound, outbound, email, chat, social media, SMS & online review). The role ensures service excellence, team engagement, and operational performance aligned with KPIs. The Team Lead acts as a coach, mentor, and problem-solver ?? supporting agents in complaint handling, order and return processing, and customer satisfaction improvement. This position requires strong background in call centre operations, effective leadership, analytical thinking and cross-functional collaboration. Client is constantly evolving; there is potential to grow with us in the engagement centre or to other areas of the company
What are we looking for? ESSENTIAL Considering that the position will cover multimedia / multichannel support, like customer service, customer contact and technical support, the following experience and skills are required:Experience Required
- Proven experience in leading customer support teams across multiple channels with solid understanding of related technologies
- Experience in Supervisory or team lead role, with solid leadership, coaching, and mentoring skills
- Excellent communication, interpersonal, and conflict-resolution skills




Roles and Responsibilities:
- - Lead, motivate, and coach a team of contact centre agents to achieve performance targets and service excellence
- Monitor and manage day-to-day operations across all communication channels
- Support agents in handling complex complaints, escalations, and sensitive consumer cases for a timely resolution
- Review team and individual performance data, identify trends, and drive continuous improvement
- Prepare and present daily/weekly/monthly performance reports
- Create concise and impactful operational briefing decks for stakeholder meetings
- Collaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiatives
- Collaborate with cross-functional teams (Supply Chain, Marketing, Finance, IT) to resolve systemic issues and improve processes
- Conduct regular one-on-one and on-the-floor coaching sessions to build capability and engagement
- Manage team schedules, attendance, and adherence to shift timings
- Ensure adherence to quality, compliance, and data protection standards or regulatory guidelines
- Utilize SAP and Salesforce to oversee case management, order flows, and performance metrics
- Foster a positive, inclusive, and high-performing team culture
- Identify opportunities for upselling and service enhancement through onboarding, agent training upskilling and coaching
Qualification Any Graduation

📌 Delivery Operations Associate Manager-Voice (Maharashtra)
🏢 Accenture
📍 Maharashtra