Delivery Operations Team Lead - Voice
Job Description
- Travel and Hospitality / Hotel industry experience and relevant sub-segments (Hotel, Resort, Cruise, Online Travel Agency, Tour Operator, Airline, Airport, Car Rental, Tourism, Travel Services etc.)
- Manage and resolve customer queries
- Handle escalations and complaints effectively
- Provide best resolutions within SLAs
- Proficiency in email and chat processes
- Strong typing skills
- Excellent written and verbal communication
- Strong analytical skills
- Collaboration and interpersonal skills
- Ability to establish strong client relationships
- Prioritization of workload
- Analyze and solve moderately complex problems
- Create new solutions, adapting existing methods and procedures
- Understand strategic direction related to team goals
- Interact with direct supervisor, peers, and clients
- Determine methods and procedures for new assignments
- Make decisions impacting the team
- Manage small teams or work efforts
- Ability to work in rotational shifts
Skill required: Omnichannel - Customer Communications
Designation: Delivery Operations Team Lead
Qualifications:Any Graduation
Years of Experience:7 to 11 years
What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s. Candidate who is good in email and chat process, who is good in typing is what is preferred here Customer communications are interactions between customers and businesses using various channels spanning digital and in person touchpoints. Customer communications can happen over the phone, via text, over chat, or face to face.
What are we looking for? •Written and verbal communication •Strong analytical skills •Collaboration and interpersonal skills •Ability to establish strong client relationship •Prioritization of workload Travel and Hospitality / Hotel industry experience and the relevant sub-segments to consider - Hotel, Resort, Cruise, Online Travel Agency, Tour Operator, Airline, Airport, Car Rental, Tourism, Travel Services etc.
Roles and Responsibilities: •In this role you are required to do analysis and solving of moderately complex problems • May create new solutions, leveraging and, where needed, adapting existing methods and procedures • The person would require understanding of the strategic direction set by senior management as it relates to team goals • Primary upward interaction is with direct supervisor • May interact with peers and/or management levels at a client and/or within Accenture • Guidance would be provided when determining methods and procedures on new assignments • Decisions made by you will often impact the team in which they reside • Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture • Please note that this role may require you to work in rotational shifts
