Accenture

Team Lead/Consultant-Telecom Operations

Accenture

September 14, 2021

Job Description
Skill required: Telecom Operations - Customer Service Management
Designation: Management Level - Team Lead/Consultant
Job Location: Gurugram
Qualifications: Any Graduation
Years of Experience: 7-11 years
About Accenture Operations
In today's business environment, growth isn't just about building value-it's fundamental to long-term business survival. So how do organizations sustain themselves? The key is a new operating model-one that's anchored around the customer and propelled by intelligence to deliver exceptional experiences across the enterprise at speed and at scale. You will deliver breakthrough business outcomes for clients-by harnessing talent, data and intelligence to revolutionize their operating models. Operations is one of four services that make up one Accenture -the others are Strategy and Consulting, Interactive and Technology. Visit us at www.accenture.com
What would you do?
You will be aligned with our Network Operations vertical which ensures that we maintain a robust common integration framework to help communications clients address challenges, increase their margins, improve asset realization, improve customer service, increase revenues, reduce overall costs and accelerate sales cycles. The Telecom Operations team is involved in developing structures, processes, and capabilities for managing and monitoring telecommunications networks. The Customer Service Management team focuses on managing the organization's interaction with current and potential customers. The team is responsible for handling customer queries, enhancing customer satisfaction, ensuring customer retention and ultimately driving sales growth. The team is also responsible for improving business relationships with customers. What are we looking for?
We are looking for individuals who have the following skillset:
  • Problem-solving skills
  • Ability to establish strong client relationship
  • Results orientation
  • Commitment to quality
  • Strong analytical skills
Roles and Responsibilities
    As a team lead you will be expected to:

  • Understand and effectively manage the team's governance and performance
  • Understand the level of risk & propose mitigation plans and partner with other support teams to resolve requests/issues in a timely manner
  • Clearly communicate team goals and deliverables and keep the team updated on changes
  • Coach team members and provide the first level advice on procedures/methods
  • Solve increasingly complex problems & effectively delegate to develop and groom team members for succession planning
  • Maintain client relationships interface through regular connects and emails
  • Understand client priorities and problems & help translate actions for the team
  • Use innovation to identify opportunities to optimize processes, decrease costs and increase client value
  • Use data analytics and story-telling techniques to enhance the client journey
  • Please note this role may require you to work in rotational shifts.

Qualifications
Any Graduation