Delivery Operations Team Lead-Messaging

Skill required: Next Generation Customer Operations - Service Desk Non-Voice Support

Designation: Delivery Operations Team Lead

Qualifications:Any Graduation

Years of Experience:7 to 11 years

What would you do
You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers giving best resolutions

You will also be responsible for closing the fault and complaints within SLA s

We are seeking a detail-oriented and customer-focused professional to join our HR Contact Center team within the Next Generation Customer Operations process

This role is dedicated to enhancing employee and customer service through structured and optimized processes

You will be responsible for handling queries from employees, customers, and vendors of our client organizations while ensuring seamless, personalized interactions

The role requires strong communication and service skills to manage a blended support process with 60-70% of interactions handled via calls and the remaining volume divided between emails and chats

Deliver services primarily catering to the US region, requiring night shift availability as per IST

Strong problem-solving and critical/logical thinking abilities are essential

Previous experience in customer or employee support is a plus

Join us and be part of a dynamic team where you can contribute to a seamless and efficient employee and customer experience within the Next Generation Customer Operations framework! Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support

Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat.What are we looking for You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers giving best resolutions

You will also be responsible for closing the fault and complaints within SLA s

Roles and Responsibilities: In this role you are required to do analysis and solving of moderately complex problems May create new solutions, leveraging and, where needed, adapting existing methods and procedures The person would require understanding of the strategic direction set by senior management as it relates to team goals Primary upward interaction is with direct supervisor May interact with peers and/or management levels at a client and/or within Accenture Guidance would be provided when determining methods and procedures on new assignments Decisions made by you will often impact the team in which they reside Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shifts

QualificationAny Graduation