Delivery Operations Team Lead - Voice

 About The Role  


Skill required: Omnichannel - Customer Communications


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. Candidate who is good in email and chat process, who is good in typing is what is preferred here Customer communications are interactions between customers and businesses using various channels spanning digital and in person touchpoints. Customer communications can happen over the phone, via text, over chat, or face to face.


What are we looking for?

Written and verbal communication

Strong analytical skills

Collaboration and interpersonal skills

Ability to establish strong client relationship

Prioritization of workload Travel and Hospitality / Hotel industry experience and the relevant sub-segments to consider - Hotel, Resort, Cruise, Online Travel Agency, Tour Operator, Airline, Airport, Car Rental, Tourism, Travel Services etc.


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

 Qualification Any Graduation