Customer Contact Comms Specialist-Messaging

Skill required: Omnichannel - Customer Service Designation: Customer Contact Comms Specialist 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 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? The Customer Service Senior Team Leader role supports a large, global client in the energy sector, delivered through Accenture’s 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

Strong 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