Skill required: Next Generation Customer Operations - Customer Service Technology

Designation: Service Delivery Operations Team Lead

Qualifications: Any Graduation

Years of Experience: 7 to 11 years

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 699,000 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? You will be aligned with our Customer Support vertical and help us in managing/resolving customer queries, handling escalations and complaints of dissatisfied customers, and providing the best resolutions. You will also be responsible for closing faults and complaints within SLAs. This transformation shifts customer service from a necessary function for resolving problems to a value-generating service that serves as a strategic differentiator in the market.





The platform and software contact centers use to provide customer support significantly impact both the customer and agent experience, as well as contact center performance.

What are we looking for?

- Ability to perform under pressure
- Adaptable and flexible
- Problem-solving skills
- Agility for quick learning
- Ability to work well in a team

Roles and Responsibilities:

- In this role, you are required to analyze and solve moderately complex problems.
- May create current solutions, leveraging and, where needed, adapting existing methods and procedures.
- The person would require an understanding of the strategic direction set by senior management as it relates to team goals.
- Primary upward interaction is with the direct supervisor.
- May interact with peers and/or management levels at a client and/or within Accenture.
- Guidance would be provided when determining methods and procedures on new assignments.
- Decisions made by you will often impact the team in which they reside.
- Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.
- Please note that this role may require you to work in rotational shifts.

Locations Job No. AIOC-S01604598 | Mumbai

📌 Service Delivery Operations Team Lead- Voice (India)
🏢 Accenture
📍 India