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Hiring companyAccenture
Verified today
Service Delivery Operations Team Lead
Bengaluru, India Full-time On-site
About the role
Customer Support vertical at Accenture. Leads a team that resolves customer queries, manages escalations and ensures fault closure within SLA, while driving upsell and cross‑sell opportunities to enhance experience and revenue. Oversees workload distribution, quality checks, and process improvements, working from Bengaluru with a hybrid schedule that includes rotational shifts as needed.
What you’ll do
- Supervise daily team activities and assign work
- Act as subject‑matter expert and escalation point
- Ensure fault and complaint resolution within SLA
- Develop and implement process improvements
- Prepare and analyze complex reports
- Coordinate with clients and internal stakeholders
- Manage team performance and development
- Oversee budget guidelines for team operations
What you’ll bring
7-11 years experience
Nice to have
- Any graduation
- Team supervision
- Escalation handling
- SLA compliance
- Data entry and reporting
- Process expertise
- Workload balancing
- Rotational shift availability
Skills
Team leadershipEscalation managementSLA complianceProcess improvementCustomer supportUpsell & cross‑sellWorkload balancingReporting