Delivery Operations Team Lead - Voice Process

Role Overview Accenture in India is hiring an experienced Delivery Operations Team Lead for its Voice and Multichannel Customer Operations division in Gurugram. In this role, you will lead a team of contact centre agents delivering support across inbound, outbound, email, chat, social media, SMS, and online review channels. You will be responsible for driving service excellence, meeting KPIs, and fostering a high-performing team culture within a dynamic and fast-paced environment. Key Responsibilities - Lead, mentor, and coach a team of agents to consistently meet performance targets and deliver outstanding customer experiences - Monitor daily operations across all communication channels and proactively manage service quality and team adherence - Handle complex escalations, complaints, and sensitive consumer 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 to stakeholders - Create clear and impactful operational briefing decks for internal and client-facing meetings - Collaborate with cross-functional teams including Supply Chain, Marketing, Finance, and IT to resolve systemic issues - Coordinate with end-market teams to align on metrics, issue resolution strategies, and process improvements - Conduct regular one-on-one and on-the-floor coaching sessions to build agent capability and engagement - Manage team schedules, attendance tracking, and adherence to shift timings - Ensure full compliance with quality standards, data protection policies, and regulatory guidelines - Utilise SAP and Salesforce for case management, order flow monitoring, and performance tracking - Identify opportunities for upselling and service enhancement through structured agent training and upskilling Required Qualifications - Any graduate degree from a recognised university - 7 to 11 years of experience in customer support operations with at least 2 to 3 years in a supervisory or team lead role - Proven experience managing multichannel support teams across voice, chat, email, and social media - Strong working knowledge of SAP and Salesforce platforms - Excellent communication, interpersonal, and conflict resolution skills - Analytical mindset with the ability to interpret performance data and drive actionable improvements - Certifications in customer service or leadership are an added advantage Why Join Us Accenture is one of the world's leading professional services companies, offering unparalleled opportunities to grow across digital, cloud, technology, and operations domains. Joining this team means working alongside over 784,000 professionals globally while building a long-term career within an organisation that invests in your development and rewards high performance.

- Any graduation from a recognised university - 7 to 11 years of total experience in customer support or contact centre operations - Minimum 2 to 3 years in a team lead or supervisory role - Hands-on experience with multichannel support including voice, email, chat, and social media - Proficiency in SAP and Salesforce for case and order management - Strong leadership, coaching, and team mentoring skills - Excellent verbal and written communication skills - Ability to analyse performance metrics and implement data-driven improvements - Experience in managing escalations and complex consumer complaints - Ability to work in a fast-paced, target-driven environment - Certifications in customer service or leadership are a plus

- Opportunity to work with a globally recognised professional services leader - Career growth potential within the engagement centre and across other business areas - Exposure to multichannel and next-generation customer operations - Collaborative and inclusive work environment - Access to continuous learning and upskilling programmes