Skill required: Next Generation Customer Operations - Customer Service Technology
Designation: Business Advisory Associate Manager
Qualifications:Any Graduation
Years of Experience:10 to 14 years

What would you do ROLE SUMMARYWe 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 EXPERIENCE, SKILLS, KNOWLEDGEESSENTIAL 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

📌 Business Advisory Associate Manager-Voice (Gurugram)
🏢 Accenture
📍 Gurugram