About The Role
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 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 Ability to thrive in a quick-paced, target-driven environmentCertifications 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 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 improve

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