Skill required: Omnichannel - Customer Service
Designation: Customer Contact Comms Specialist
Qualifications:Any Graduation
Years of Experience:7 to 11 years
What would you do The Customer Service Senior Team Leader role supports a large, global client in the energy sector, delivered through Accentures 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 escalat

📌 Customer Contact Comms Specialist-Messaging (Navi Mumbai)
🏢 Accenture
📍 Navi Mumbai