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Delivery Operations Team Lead

Delivery Operations Team Lead

Accenture

7 - 11 years

8 - 12 Lacs

hyderabad

Posted:3 hours ago| Platform:

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Skills Required

customer operations customer service root cause analysis qa testing jira service operations logistics management warehouse management logistics operations logistics servicenow team leading coaching delivery operations performance management pm

Work Mode

Work from Office

Job Type

Full Time

Job Description

About The Role

Skill required: Next Generation Customer Operations - Customer Service Technology

Designation: Delivery Operations Team Lead

Qualifications:Any Graduation

Years of Experience:7 to 11 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? The Team Supervisor acts as a mentor to Team Leads provide coaching and guidance to them for their day to day responsibilities ensuring high customer satisfaction from a career perspective

What are we looking for?

Communicate effectively with the team to deliver key messages and vision from management including daily huddles metric review target setting and providing visibility on responsibilities within the team

This will be based in Hyderabad client office

Must be flexible to work in Night shift between 8 PM (IST) – 4.00 AM (IST) including weekends and holidays (It's a 5 day working day week which may include weekends)

Accountable for client satisfaction in area of responsibility against service level agreement and ensures achievement of key performance indicators

Provide guidance escalation handling agent support and performance management

Ability to deep dive on targets gaps and perform root cause analysis on teams' performance

Lead huddles with the team to drive results, monitor progress and track status frequently throughout the day flagging risks when they present themselves

Handle escalations provide coaching and address real time questions to ensure customer service is top priority

Drive overall performance of the teams ensure there is alignment across the team the customer the internal stakeholders and the satisfaction of the overall results

Be accountable for the teams performance with key performance indicators that will be measured and reported daily

Roles and Responsibilities:

Preferably practical analytical problem-solving skills through analysis

Customer service experience and experience working in a social media environment would be advantageous

Ability to work on own initiatives while in a team environment having a business and client impacts

Ability to work rotating shifts as directed by their team and is subject to change

Familiarity with issue tracking tools (e.g., Jira, ServiceNow) and labeling/annotation user interfaces.

Understanding of priority/severity frameworks and classification schemas.

Experience in QA testing, triage, bug reproduction, or labeling workflows.

Understanding of GenAI concepts (prompt engineering, LLM behavior, model evaluation) and popular GenAI tools (ChatGPT, Claude, Gemini, etc.).
Qualification Any Graduation

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Delivery Operations Team Lead