A
Hiring companyAccenture
Verified today
Business Advisory Specialist, Voice
Gurugram, India Full-time On-site
About the role
Customer Operations – Voice Advisory team at Accenture delivers multi‑channel customer support solutions for large enterprise clients. The Business Advisory Specialist leads a team of agents across inbound, outbound, email, chat, social media and SMS, coaching them on complaint handling, order processing and service excellence while driving KPI performance. Based in Gurugram, the role operates on‑site, collaborating with supply chain, marketing, finance and IT to resolve systemic issues and improve processes.
What you’ll do
- Lead, motivate and coach a team of contact‑centre agents to meet performance targets
- Monitor day‑to‑day operations across all communication channels
- Prepare and present daily/weekly/monthly performance reports
- Collaborate with cross‑functional teams to resolve systemic issues
- Conduct one‑on‑one and on‑floor coaching sessions
What you’ll bring
- 7+ years of experience in leading multi‑channel customer support teams
- Proven supervisory and coaching skills
- Strong analytical and performance reporting abilities
- Experience with SAP and Salesforce case management
Nice to have
Relevant certifications in customer service or leadership (preferred)
Skills
Team LeadershipMulti‑Channel SupportCall Centre OperationsSAPSalesforcePerformance AnalyticsStakeholder ReportingCoaching