Customer Contact Communications Senior Analyst - Voice

Role Overview Accenture is seeking an experienced Customer Contact Communications Senior Analyst with a strong voice and customer service background to join its Operations team in Bengaluru. This role sits within the Customer Success, Service and Operations department and involves leading a contact centre team while driving service excellence across both onshore and offshore delivery models. The ideal candidate will bring proven team management experience from an international BPO environment and a commitment to continuous improvement. Key Responsibilities - Oversee day-to-day contact centre operations by monitoring process metrics, tracking SLA performance, and ensuring seamless service delivery across all channels - Manage, coach, and develop team members through regular one-on-one feedback sessions, performance reviews, and individual action plans - Serve as the escalation point for complex or sensitive customer inquiries and complaints, resolving issues with professionalism and efficiency - Collaborate with onshore client teams, account executives, and retained client organisations to define, refine, and document processes and procedures - Conduct team briefings and meetings to communicate performance expectations, policy updates, and process changes - Analyse operational data to identify trends, propose process improvements, and support cost reduction initiatives - Assist with workforce scheduling and forecasting to maintain optimal staffing levels and service quality - Design and implement reward and recognition programmes to sustain team motivation and engagement - Identify training needs within the team and coordinate development activities to close skill gaps - Build strong working relationships with onshore stakeholders to manage process changes and performance metrics effectively Required Qualifications - Any graduate or postgraduate degree from a government-recognised university - Minimum five years of relevant experience in contact centre or BPO operations - At least one year of proven experience in a team management or team leader role within an international BPO environment - Versant language proficiency score of 58 or above - Strong call handling skills including the ability to manage complex and escalated interactions - Flexibility to work on a 24x7 rotational schedule and willingness to travel onshore when required - Excellent analytical, people management, interpersonal, and organisational skills Why Join Us Accenture is one of the world's leading professional services organisations, operating across more than 120 countries and serving clients in over 40 industries with cutting-edge digital, cloud, and security capabilities. Joining this team means being part of a culture that values innovation, shared success, and the power of human ingenuity alongside technology.

- Any graduate or postgraduate from a government-recognised university - 5 or more years of contact centre operations experience - Minimum 1 year in a team management role within an international BPO - Versant score of 58 or above - Strong call handling and escalation management skills - Flexibility to work 24x7 rotational shifts - Willingness to travel onshore if required - Strong analytical, leadership, and interpersonal skills

- Full-time permanent employment - Opportunity to work with a globally recognised professional services leader - Exposure to onshore and offshore client operations - Career growth through structured performance management and coaching - Reward and recognition programmes