Skill required: Next Generation Customer Operations - Customer Service Technology Designation: Business Advisory Specialist Qualifications:Any Graduation Years of Experience:7 to 11 years About Accenture Accenture is a global qualified 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?

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.

We are seeking a detail-oriented and customer-focused professional to join our HR Contact Center team within the Next Generation Customer Operations process. This role is dedicated to enhancing employee and customer service through structured and optimized processes. You will be responsible for handling queries from employees, customers, and vendors of our client organizations while ensuring seamless, personalized interactions.





The role requires strong communication and service skills to manage a blended support process with 60-70% of interactions handled via calls and the remaining volume divided between emails and chats. Deliver services primarily catering to the US region, requiring night shift availability as per IST. Strong problem-solving and critical/logical thinking abilities are essential.

Previous experience in customer or employee support is a plus. Join us and be part of a dynamic team where you can contribute to a seamless and efficient employee and customer experience within the Next Generation Customer Operations framework! 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? 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 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

📌 Business Advisory Specialist-Voice (Navi Mumbai)
🏢 Accenture in India
📍 Navi Mumbai