Senior Analyst - Delivery Operations (Customer Service Team Leader)

Delivery Operations Senior Analyst-Messaging

Skill required: Omnichannel - Customer Service
Designation: Delivery Operations Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 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 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 multi-channel customer service environment, supporting both B2B and B2C customer journeys. The Team Leader is responsible for end-to-end people and performance management of a front-line customer service team, ensuring consistent service delivery, SLA adherence, quality outcomes, and employee engagement, in line 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? Proven experience in leading teams within a BPMS / Customer Operations environment Strong understanding of SLA, KPI, QA, and productivity management Demonstrated ability to coach, develop, and engage front-line teams Experience handling customer escalations and operational risk Working knowledge of CRM systems, case management tools, and reporting dashboards Ability to analyze performance data and translate insights into corrective actions Strong communication and stakeholder-management skills Structured, resilient, and delivery-focused leadership approach Proficiency in standard business and productivity tools Fluent proficiency in English (spoken and written) for customer escalation handling, team communication, and reporting Language requirements may vary based on client scope and supported markets Role operates within client-defined service windows Flexibility required for: Rotational shifts Extended business hours during peak periods Business continuity or client-driven operational needs Ability to support a shift-based, client-aligned delivery model is a core requirement.
Roles and Responsibilities: As a Customer Service Team Leader, you will lead a team of Customer Service Advisors and/or SMEs, with accountability for day-to-day operational performance, people leadership, and service quality within the BPMS operating model. You will be responsible for: Managing day-to-day team operations, including workload distribution, queue management, and productivity tracking Ensuring team performance against SLAs, KPIs, and quality targets, such as response times, resolution accuracy, FCR, and customer satisfaction Providing ongoing coaching, feedback, and performance management to team members to drive capability uplift and engagement Conducting regular 1:1s, team huddles, and performance check-ins Handling customer escalations and high-risk or complex cases, ensuring timely resolution and clear communication Ensuring strict adherence to SOPs, desk procedures, control frameworks, and compliance requirements, including data privacy and security obligations Partnering with Quality, Training, and SME teams to address performance gaps and improve service outcomes Supporting continuous improvement initiatives, including defect reduction, productivity improvement, and process stabilization Monitoring attendance, schedule adherence, and staffing risks, escalating where required Preparing and sharing operational updates, performance insights, and action plans with Operations leadership Supporting change initiatives such as process updates, system enhancements, and stabilization activities This role includes direct people management responsibility and acts as the primary link between front-line delivery and Operations leadership.