Business Advisory Specialist - Voice Process

Role Overview Accenture is hiring an experienced Business Advisory Specialist for its Voice process in Gurugram. In this role, you will lead a team of contact centre agents delivering multi-channel customer support across inbound, outbound, email, chat, social media, SMS, and online review platforms. You will be responsible for driving service excellence, maintaining team engagement, and ensuring operational outcomes are consistently aligned with defined KPIs. Key Responsibilities - Lead, coach, and motivate a team of contact centre agents to meet performance targets and deliver outstanding customer experiences - Monitor daily operations across all communication channels and proactively address performance gaps - Handle complex customer complaints, escalations, and sensitive cases to ensure timely and satisfactory resolution - Analyse team and individual performance data to identify trends and implement continuous improvement initiatives - Prepare and present daily, weekly, and monthly performance reports and operational briefing decks for stakeholder meetings - Collaborate with end-market teams and cross-functional departments including Supply Chain, Marketing, Finance, and IT to resolve systemic issues - Conduct regular one-on-one coaching sessions and on-the-floor mentoring to build agent capability and engagement - Manage team schedules, attendance tracking, and adherence to shift timings - Ensure compliance with quality standards, data protection norms, and regulatory guidelines - Utilize SAP and Salesforce platforms for case management, order flow oversight, and performance tracking - Identify opportunities for upselling, service enhancement, and agent upskilling through structured training programmes Required Qualifications - Any graduate degree from a recognised university - 7 to 11 years of experience in customer support or contact centre operations - Proven experience in a supervisory or team lead role managing multichannel support teams - Strong working knowledge of SAP and Salesforce - Excellent communication, interpersonal, and conflict-resolution skills - Ability to thrive in a fast-paced, target-driven environment - Certifications in customer service or leadership will be an added advantage Why Join Us Accenture is a globally recognised professional services leader operating across more than 120 countries, offering you a dynamic environment with real opportunities for career growth across the engagement centre and beyond. Join a culture that values innovation, inclusion, and the power of human ingenuity working alongside advanced technology.

- Any graduate degree from a recognised university - 7 to 11 years of experience in contact centre or customer operations - Prior experience in a team lead or supervisory role - Hands-on experience with multichannel customer support platforms - Proficiency in SAP and Salesforce for case and order management - Strong leadership, coaching, and mentoring abilities - Excellent communication and conflict-resolution skills - Analytical mindset with ability to interpret performance data - Experience preparing operational reports and stakeholder presentations - Ability to work in a fast-paced, KPI-driven environment - Customer service or leadership certification is a plus

- Opportunity to work with a global Fortune 500 company - Career growth across engagement centre and other business verticals - Exposure to multichannel and next-generation customer operations - Collaborative and inclusive work culture - Access to Accenture's global training and upskilling programmes