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 solid 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? 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 strong leadership, coaching, and mentoring skills
- Excellent communication, interpersonal, and conflict-resolution skills
- Ability to thrive in a fast-paced, target-driven environment




- Certifications in customer service or leadership (a plus)
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 (Haryana)
🏢 Accenture
📍 Haryana