Customer Contact Comms Senior Analyst-Voice

 About The Role  

Skill required: Omnichannel - Customer Communications

Designation: Customer Contact Comms Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song"” all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? We are looking for a talented individual to oversee a Team of Agents providing multi-channel customer support (inbound, outbound, email, chat, social media, SMS & online review). The role ensures service excellence, team engagement, and operational performance aligned with KPIs. The Team Lead acts as a coach, mentor, and problem-solver "” supporting agents in complaint handling, order and return processing, and customer satisfaction improvement. This position requires strong background in call center operations, effective leadership, analytical thinking and cross-functional collaboration.

What are we looking for? Reports toEngagement Centre ManagerNumber of Direct Reports 10-20Core RelationshipsInternal – Engagement Centre Mgr., Quality & Training, Marketing & Supply Chain, HR, ITExternal - Customers and Consumers, occasionally 3rd parties (eg. Logistics)Geographic Scope South AfricaTravel RequiredNo

ESSENTIAL Considering that the position will cover multimedia / multichannel support, like customer service, customer contact and technical support, the following experience and skills are required:Experience Required

Proven experience in leading customer support teams across multiple channels with solid understanding of related technologies

Experience in a supervisory or team lead role, with strong leadership, coaching, and mentoring skills

Excellent communication, interpersonal, and conflict-resolution skills

C1 English Level

Experience with SAP and Salesforce, workforce management tools and KPI dashboards

Ability to thrive in a fast-paced, target-driven environment

Certifications in customer service or leadership (a plus)

Roles and Responsibilities:

Lead, motivate, and coach a team of contact centre agents to achieve performance targets and service excellence

Monitor and manage day-to-day operations across all communication channels

Support agents in handling complex complaints, escalations, and sensitive consumer cases for a timely resolution

Review team and individual performance data, identify trends, and drive continuous improvement

Prepare and present daily/weekly/monthly performance reports

Create concise and impactful operational briefing decks for stakeholder meetings

Collaborate closely with end-market Team to ensure alignment on performance metrics, issue resolution, and continuous improvement initiatives

Collaborate with cross-functional teams (Supply Chain, Marketing, Finance, IT) to resolve systemic issues and improve processes

Conduct regular one-on-one and on-the-floor coaching sessions to build capability and engagement

Manage team schedules, attendance, and adherence to shift timings

Ensure adherence to quality, compliance, and data protection standards or regulatory guidelines

Utilize SAP and Salesforce to oversee case management, order flows, and performance metrics

Foster a positive, inclusive, and high-performing team culture

Identify opportunities for upselling and service enhancement through onboarding, agent training upskilling and coaching
 Qualification Any Graduation