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


What would you do The Customer Service Team Leader role supports a large, global client in the energy sector, delivered through Accentures 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.


Qualification Any Graduation