Summary:

We are looking for a talented individual to oversee a team of agents providing multi-channel customer support (inbound and outbound calls). 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 centre operations, effective leadership, analytical thinking and cross-functional collaboration. Client is constantly evolving; there is potential to grow with us in the engagement centre or to other areas of the company.

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

• 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

Job Qualifications

• Proven minimum 2 years of experience in leading customer support teams across multiple channels with solid understanding of related technologies

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

• Excellent communication, interpersonal, and conflict-resolution skills

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

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.