Service Delivery Operations Team Lead
Accenture (company site, opens in a new tab)7–11 yrsBengaluruOn-siteDirect career pageEst. 12–22 LPA
Posted 1d ago
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Job description
Structured overview of role & requirements
About This Role
- Manage and resolve customer queries, escalations, and complaints ensuring issue closure within SLA to enhance customer satisfaction.
- Supervise and distribute workloads among teams engaged in customer interaction, sales enhancement through up-selling/cross-selling, and receivables collection.
- Act as subject matter expert and escalation point, maintaining client relationships and driving operational process improvements for efficiency and cost-effectiveness.
Minimum Requirements
- Any Graduation degree required.
- 7 to 11 years of relevant work experience in customer service operations or related fields.
- Experience managing teams and handling escalations in customer service.
- Not explicitly mentioned: notice period, specific technical skills, or location constraints.
Ideal Candidate Profile
- Experienced in operational leadership within customer support or contact center environments focusing on service delivery and team management.
- Ability to interpret business objectives into operational practices and manage workload, quality control, and process improvements.
- Comfortable working in rotational shifts and handling strategic direction alignment and decision-making impacting the team.