Customer Contact Comms Specialist

Experience: 7 to 11 years

Location: Navi Mumbai, Maharashtra, India

Skills: Omnichannel, CRM platforms, case management systems, performance dashboards, SLA, KPI, QA, productivity, cost-to-serve, coaching, leadership, stakeholder management, continuous-improvement mindset

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 Senior 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 complex, multi-channel customer service environment, supporting both B2B and B2C service lines.

The Senior Team

Leader is accountable for end-to-end delivery management across multiple teams, ensuring service continuity, SLA performance, quality consistency, people leadership, and operational governance in alignment 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?

Strong experience leading multiple teams within a BPMS / Customer Operations environment

Demonstrated ability to manage complex service delivery across B2B and B2C channels

Advanced understanding of SLA, KPI, QA, productivity, and cost-to-serve drivers

Proven capability in coaching Team Leaders and driving leadership effectiveness

Experience managing operational risk, service escalations, and client-critical issues

Ability to translate performance data into executive-level insights and actions

Solid stakeholder management and communication skills

Structured,



resilient leadership approach with continuous-improvement mindset

Proficiency in CRM platforms, case management systems, and performance dashboards

Fluent proficiency in English (spoken and written) for leadership communication, escalation handling, and reporting

Additional language requirements may apply depending on client scope and supported markets

Role operates within client-defined service windows

Flexibility is required for: Extended business hours or peak-period support

Leadership coverage during incidents or escalations

Business continuity and client-driven operational needs

Ability to support a shift-based, client-aligned delivery model is essential.

Roles and Responsibilities:

As a Customer Service Senior Team Leader, you will provide operational leadership and governance oversight for a group of Customer Service Teams, typically through direct management of Team Leaders and/or senior frontline roles. You will be responsible for:

Owning end-to-end service delivery performance across multiple teams, including SLA, KPI, quality, and customer satisfaction metrics

Leading, coaching, and developing Team Leaders, ensuring consistent execution of the operating model

Ensuring service stability and “silent run” operations, proactively identifying and mitigating operational risks

Managing capacity, staffing alignment, and workload balancing in partnership with Workforce Management

Overseeing complex customer and business escalations, ensuring timely resolution and effective stakeholder communication

Enforcing adherence to SOPs, control frameworks, compliance requirements, and data protection standards

Driving continuous improvement initiatives, including productivity uplift, defect reduction, and process standardization

Reviewing performance trends, root causes, and action plans, and ensuring corrective actions are executed

Partnering with Quality, Training, SMEs, and Support teams to strengthen capability and performance





Providing operational insights, performance reporting, and recommendations to Operations and Delivery leadership

Supporting delivery change initiatives such as new scope transition, system enhancements, or stabilization phases

Contributing to employee engagement, talent development, and retention initiatives

This role carries people-management responsibility and operates as a key delivery leadership layer between operational execution and management.

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships.

We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

📌 Customer Contact Comms Specialist (India)
🏢 Accenture
📍 India