Business Advisory Specialist, Voice

About the role

Customer Operations Advisory Team at Accenture focuses on delivering multi‑channel customer support excellence. The Business Advisory Specialist leads a team of agents handling inbound, outbound, email, chat, social media and SMS interactions, coaching them to meet KPIs, resolve escalations and improve satisfaction while collaborating with supply chain, marketing and IT. Gurugram, on‑site role with hybrid elements as needed, relocation assistance available.

What you’ll do

• Lead, motivate and coach a team of contact centre agents to achieve performance targets
• Monitor day‑to‑day operations across all communication channels
• Support agents in handling complex complaints and escalations
• Analyze performance data, identify trends and drive continuous improvement
• Prepare and present daily/weekly/monthly performance reports
• Collaborate with cross‑functional teams to resolve systemic issues
• Utilize SAP and Salesforce for case management and performance metrics
• Conduct regular one‑on‑one and on‑floor coaching sessions

What you’ll bring

• 7-11 years experience in leading multi‑channel customer support teams
• Supervisory or team lead experience with coaching and mentoring responsibilities
• Strong communication, interpersonal and conflict‑resolution skills
• Ability to thrive in fast‑paced, target‑driven environment

Skills