Skill required: Next Generation Customer Operations - Customer Service Technology

Designation: Business Advisory Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 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 RequiredProven experience in leading customer support teams across multiple channels with solid understanding of related technologiesExperience in supervisory or team lead role, with strong leadership, coaching, and mentoring skillsExcellent communication, interpersonal, and conflict-resolution skills BENEFICIAL (Please put the most critical information and reflect it in the first 4 points) Ability to thrive in a quick-paced, target-driven environmentCertifications in customer service or leadership (a plus)

Roles Responsibilities:

Lead, motivate,



and coach a team of contact centre agents to achieve performance targets and service excellenceMonitor and manage day-to-day operations across all communication channelsSupport agents in handling complex complaints, escalations, and sensitive consumer cases for a timely resolutionReview team and individual performance data, identify trends, and drive continuous improvementPrepare and present daily/weekly/monthly performance reportsCreate concise and impactful operational briefing decks for stakeholder meetingsCollaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiativesCollaborate with cross-functional teams (Supply Chain, Marketing, Finance, IT) to resolve systemic issues and improve processesConduct regular one-on-one and on-the-floor coaching sessions to build capability and engagementManage team schedules, attendance, and adherence to shift timingsEnsure adherence to quality, compliance, and data protection standards or regulatory guidelinesUtilize SAP and Salesforce to oversee case management, order flows, and performance metricsFoster a positive, inclusive, and high-performing team cultureIdentify opportunities for upselling and service enhancement through onboarding, agent training upskilling and coachingIn this role you are required to do analysis and solving of increasingly complex problemsYour day to day interactions are with peers within AccentureYou are likely to have some interaction with clients and/or Accenture managementYou will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignmentsDecisions that are made by you impact your own work and may impact the work of othersIn this role you would be an individual contributor and/or oversee a small work effort and/or teamPlease note that this role may require you to work in rotational shifts
QualificationAny Graduation

📌 Business Advisory Senior Analyst-Voice (Gurugram)
🏢 Accenture
📍 Gurugram