Job description
Skill required: Omnichannel - Customer Service
Designation: Customer Contact Comms 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? The Customer Service Senior 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 complex, multi-channel customer service environment, supporting both B2B and B2C service lines. The Senior Team Leader is accountable for end-to-end delivery management across multiple teams, ensuring service continuity, SLA performance, quality consistency, people leadership, and operational governance in alignment 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? Strong experience leading multiple teams within a BPMS / Customer Operations environment Demonstrated ability to manage complex service delivery across B2B and B2C channels Advanced understanding of SLA, KPI, QA, productivity, and cost-to-serve drivers Proven capability in coaching Team Leaders and driving leadership effectiveness Experience managing operational risk, service escalations, and client-critical issues Ability to translate performance data into executive-level insights and actions Strong stakeholder management and communication skills Structured, resilient leadership approach with continuous-improvement mindset Proficiency in CRM platforms, case management systems, and performance dashboards Fluent proficiency in English (spoken and written) for leadership communication, escalation handling, and reporting Additional language requirements may apply depending on client scope and supported markets Role operates within client-defined service windows Flexibility is required for: Extended business hours or peak-period support Leadership coverage during incidents or escalations Business continuity and client-driven operational needs Ability to support a shift-based, client-aligned delivery model is essential.
Roles and Responsibilities: As a Customer Service Senior Team Leader, you will provide operational leadership and governance oversight for a group of Customer Service Teams, typically through direct management of Team Leaders and/or senior frontline roles. You will be responsible for: Owning end-to-end service delivery performance across multiple teams, including SLA, KPI, quality, and customer satisfaction metrics Leading, coaching, and developing Team Leaders, ensuring consistent execution of the operating model Ensuring service stability and “silent run” operations, proactively identifying and mitigating operational risks Managing capacity, staffing alignment, and workload balancing in partnership with Workforce Management Overseeing complex customer and business escalations, ensuring timely resolution and effective stakeholder communication Enforcing adherence to SOPs, control frameworks, compliance requirements, and data protection standards Driving continuous improvement initiatives, including productivity uplift, defect reduction, and process standardization Reviewing performance trends, root causes, and action plans, and ensuring corrective actions are executed Partnering with Quality, Training, SMEs, and Support teams to strengthen capability and performance Providing operational insights, performance reporting, and recommendations to Operations and Delivery leadership Supporting delivery change initiatives such as new scope transition, system enhancements, or stabilization phases Contributing to employee engagement, talent development, and retention initiatives This role carries people-management responsibility and operates as a key delivery leadership layer between operational execution and management.
This job post has been translated by AI and may contain minor differences or errors.
