Business Advisory Specialist-Voice

Skill required: Next Generation Customer Operations - Customer Service Technology
Designation: Business Advisory 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? 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. We are seeking a detail-oriented and customer-focused professional to join our HR Contact Center team within the Next Generation Customer Operations process. This role is dedicated to enhancing employee and customer service through structured and optimized processes. You will be responsible for handling queries from employees, customers, and vendors of our client organizations while ensuring seamless, personalized interactions. The role requires strong communication and service skills to manage a blended support process with 60-70% of interactions handled via calls and the remaining volume divided between emails and chats. Deliver services primarily catering to the US region, requiring night shift availability as per IST. Strong problem-solving and critical/logical thinking abilities are essential. Previous experience in customer or employee support is a plus. Join us and be part of a dynamic team where you can contribute to a seamless and efficient employee and customer experience within the Next Generation Customer Operations framework! Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance.
What are we looking for? 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 • 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 • Monitor and manage day-to-day operations across all communication channels • Support agents in handling complex complaints, escalations, and sensitive consumer cases for a timely resolution • Review team and individual performance data, identify trends, and drive continuous improvement • Prepare and present daily/weekly/monthly performance reports • Create concise and impactful operational briefing decks for stakeholder meetings • Collaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiatives • Collaborate with cross-functional teams (Supply Chain, Marketing, Finance, IT) to resolve systemic issues and improve processes • Conduct regular one-on-one and on-the-floor coaching sessions to build capability and engagement • Manage team schedules, attendance, and adherence to shift timings • Ensure adherence to quality, compliance, and data protection standards or regulatory guidelines • Utilize SAP and Salesforce to oversee case management, order flows, and performance metrics • Foster a positive, inclusive, and high-performing team culture • Identify opportunities for upselling and service enhancement through onboarding, agent training upskilling and coaching •In this role you are required to do analysis and solving of moderately complex problems • May create new solutions, leveraging and, where needed, adapting existing methods and procedures • The person would require understanding of the strategic direction set by senior management as it relates to team goals • Primary upward interaction is with 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