Business Advisory Senior Analyst-Voice

Skill required: Next Generation Customer Operations - Customer Service Technology Designation: Business Advisory Senior Analyst Qualifications:Any Graduation Years of Experience:5 to 8 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 784,000 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? 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 Required

• Proven experience in leading customer support teams across multiple channels with solid understanding of related technologies
• Experience in supervisory or team lead role, with strong leadership, coaching, and mentoring skills
• Excellent 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 fast-paced, target-driven environment
• Certifications 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 excellence